AI and Sustainability at the forefront as winners celebrate at the Cnect Wales Awards 2024
The champions of Wales’ contact centres have been celebrated at this year’s 26th annual awards ceremony hosted by Comedian Tom Allen.
Individuals and leading Welsh businesses were recognised for this past year’s successes, with award winners including Best Client Partnership (Target Group & DVLA), Customer Success (Capital on Tap) and Best Environment & Sustainability Initiative (Legal & General).
The sell-out event, supported by headline sponsor Jomo People, who specialise in recruiting within the sector, was once again held at Cardiff City Stadium.
Sarah Hopkins, Co-Founder and Talent Partner at headline sponsors Jomo People, said:
“We’re incredibly proud to support these awards, which showcase the dedication, hard work, and innovation that make the contact centre industry so vital to the economy and community.
Contact centres are at the heart of customer service, and their relentless pursuit of excellence mirrors our own commitment to finding the best talent and helping organisations thrive. Being part of this event allows us to recognise those who go above and beyond to deliver exceptional customer experiences, and it’s a privilege to be part of their journey.
Jomo People are delighted to celebrate the individuals and teams driving the industry forward. Congratulations to all the winners and nominees for their exceptional achievements.”
The awards are a celebration of a crucial sector which contributes £650m annually to the Welsh economy and employs 32,000 people from 350 businesses across the country.
Friday’s celebrations [September 27] featured ten new categories, which saw gold awards presented in 21 major categories and Silver also recognised in many of these.
Sandra Busby, Managing Director of Cnect Wales, said:
“Congratulations to all the finalists. They are the reason our industry in Wales is the envy of many regions across the globe and they continue to inspire us.
The past year has seen significant shifts within our industry, driven by rapid technological advancements and evolving business needs. The realignment of our products and services reflects our commitment to embracing these changes.
We wish everyone who has contributed to this year’s awards, the very best for the next upcoming year and look forward to welcoming them back to celebrate next year’s awards.”
This year, a new Business of the Year award replaced the Contact Centre of the Year category reflecting the industry’s diversification and Cnect Wales’ continued evolution, having celebrated 20 years in business earlier this year. Capital on Tap were awarded SME Business of the Year while CGI picked up Large Business of the Year
Mike Hill from Sky Cardiff was named Senior Leader of the Year, with Capital on Tap’s Jon Bartlett and Jo Foxall from Transport for Wales being awarded joint Silver winners.
Other winners of the night included: (Individual categories)
Apprentice of the Year: Gold: Joely Meara Wilson, Aldermore Bank – Silver: Daisy Wootton, Deloitte
Newcomer of the Year: Gold: Niall Harrington, Virgin Atlantic – Silver: Alan Alder, Amber
Emerging Superstar: Gold: Samantha Thomas, DVLA – Silver: Aimee Sullivan, Starling Bank
Support Person of the Year: Joint Gold: Lee Blakeman – Acquis Insurance Management – Joint Gold: David Hebson, Lenvi – Silver: James Tompkins, Lloyds Banking Group
Advisor of the Year: Gold: Hannah Walsh, Citizens Advice Caerphilly Blaenau Gwent – Silver: Rhian Fish, Veezu
Team Leader of the Year (Inhouse): Gold: Darren Brown, Legal & General New Business Customer Service – Silver: Sunita Singh, Sky Cardiff
Team Leader of the Year – Outsourced: Gold: Zowie May, Target Group – Silver: Victoria Charles-Clarke, Firstsource Solutions
Trainer of the Year: Joint Gold: Neil Evans, Admiral Group – Joint Gold: Hannah Davies, The Consumer Helpline
Support Manager of the Year: Gold: Jawad Kiani, Lenvi – Silver: Debra Shaw, Deloitte
Customer Contact Leader of the Year: Gold Inhouse : Tracey Hutchison, Legal & General Direct Sales – Gold Outsource: Chris Francis, SSCL
(Company categories)
Best Technology / Digital Initiative: Gold: Starling Bank – Gold: Target Group – Silver: Mortgage Hub
Specialist Team of the Year 1 – Customer: Gold: Black Horse Finance, Bereavement Team – Gold: Citizens Advice Caerphilly Blaenau Gwent – Silver: National Debt Advice Project
Specialist Team of the Year 2 – Colleague & Centre: Gold: Deloitte, QRS Services
Customer Team of the Year: Gold: Virgin Atlantic – Silver: Legal & General Direct Sales – Partnerships Team
People & Culture Award: Gold: SSCL – Outsource – Silver: Deloitte HR Services – Inhouse – Silver: NFU Mutual Direct Cardiff
Best Talent Programme: Gold: TUI – Silver: Alcumus
Best Advice Line / Helpline: Gold: SSCL – Silver: Citizens Advice Caerphilly Blaenau Gwent – National Debt Advice Project
Diversity, Equality & Inclusion: Gold: EE
Business of the Year: Gold: Capital on Tap – SME – Gold: CGI Service Desk – Large
Alongside headline sponsors Jomo People; Recolution Group, Elephants Don’t Forget, SSCL, Deloitte, Capital on Tap, SLD Wealth, Ribbon of Life and Gower College were category sponsors.
Cnect Wales is a not for profit, industry-led employers’ forum which has supported and represented pan-industry contact centres for over 20 years, through services from training and education to research and advice.
For additional information on CNect and the awards visit their Website
Picture caption: Jomo Co-founder Sarah Hopkins presents winning trophy of Large Business of the year to CGI Service Desk alongside event host, English Comedian Tom Allen.
