UK’s Top Contact Centres Celebrate Excellence at the 30th UK National Contact Centre Awards
Organisations including AQA, British Gas, Jaguar Land Rover, Parkdean Resorts and Leeds Building Society were honoured with Gold awards at last night’s 30th anniversary edition of the UK National Contact Centre Awards 2025.
Hosted by radio presenter, Sara Cox, more than 1,200 professionals came together in Central London to recognise the individuals, teams and organisations leading the way in customer contact. From rising stars to inspirational leaders and culture-shaping teams and contact centre operational excellence, the winners represent the very best of the UK’s thriving contact centre community.
Among those celebrating top awards were Oli Simpson from Caravan and Motorhome Club, who won Quality Manager of the Year, Hannah Racliff-Barnes from HSBC who won Contact Centre Manager of the Year in a Small Contact Centre, and Kirk Bradley from Bupa who was recognised as Contact Centre Leader of the Year. Energia Group took away Best Contact Centre Culture in a Large Contact Centre while NewDay was recognised as the top performing contact centre operation in the big award of the night, the Contact Centre Excellence Award.
“This year marks a huge milestone for the awards and for our industry,” said Leigh Hopwood, CEO of the CCMA. “It’s been 30 years since we first started recognising the incredible work that those that work in contact centres across the UK do and the impact they have on society.
“Our 2025 winners span a diverse range of sectors, from utilities and retail to finance, travel, healthcare and the public sector – highlighting just how vital contact centres are in supporting UK consumers every day. It was great to see so many familiar faces return to the stage, alongside exciting new entrants making their debut on the winners’ list.”
Special recognition was given to the newly introduced Contact Centre Excellence Award – celebrating accredited organisations that are consistently achieving excellence through the CCMA Contact Centre Standards Framework. This year also saw overwhelming support for the new Specialist Team of the Year category, reflecting the evolving demands and skills required across the industry.
Jackie Pringle, Director of Awards at the CCMA, commented,
“This is what the awards are all about, celebrating progress, passion and the people who make it happen,”
“And what a night it was! From our inspirational winners to the fantastic host and entertainment, we couldn’t have asked for a more fitting way to mark three decades of celebrating excellence.”
Tracy Kellaway, Executive Director – Global Consumer Care Operations at Estée Lauder Companies, praised the calibre of this year’s winners:
“Every year the bar gets higher. The judging process was incredibly competitive – and what stood out was the authentic passion, resilience, and creativity these teams and individuals bring to their work. This industry is full of unsung heroes, and these awards shine a much-needed spotlight on their incredible contributions.”
Guests were treated to a stunning evening with a drink’s reception in the sunshine on the Terrace overlooking the River Thames before the 30th celebrations of the awards began. Guests also raised over £3,500 for Elsie’s Story Charitable Trust.
Finalists took to social media to further celebrate their success:
• “Being recognised at a national level for doing something I love is awesome” – Specsavers
• “A brilliant way to celebrate the talent, dedication and passion that drives everything we do” – LV=
• “This recognition is a huge achievement for our team and our incredible network of 23 wellbeing champions—who go above and beyond every day to bring magic to those small, big and meaningful conversations and for truly bringing this strategy to life.” – Likewize
Stuart Dorman, Chief Innovation Officer at Sabio, the Headline Partner, said:
“Sabio has been a part of these awards for nearly 20 years and our passion in helping organisations deliver brilliant customer experiences remains as strong as ever. It is such a privilege to support the industry alongside the CCMA once again.”
“These awards shine a light on the people driving real change and delivering standout customer experiences, often behind the scenes. Their passion, resilience and focus on continuous improvement are what keep this industry evolving.”
“Sabio is proud to support a community that plays such a vital role across the UK. Congratulations to everyone who was recognised this year, your achievements set the benchmark for what’s possible.”
For a full list of winners and photos of the event, please Click Here
Organised by the CCMA (Contact Centre Management Association), the UK National Contact Centre Awards (UKNCCA) are in their 30th year. They are the most respected awards programme in the UK contact centre industry.
The robustness of the judging process means that not only do the right individuals, teams and organisations win, but the process gives so much back to those that enter. From simply being told you’re being nominated into these prestigious awards, through to the reflection needed to put together the nomination form, to the learning and development opportunity when meeting the judges.
Given all the judges are senior leaders from across the industry who have years’ of experience leading contact centre operations, their insight, questions and feedback can be an essential part of your development programme. With a clear judging criteria in place for nominations to work towards and for judges to assess against, not only are these awards credible and uphold the greatest integrity, they are designed to support individuals and teams to raise the standards of our industry.
Open to all contact centre operations based in the UK, and members of the CCMA can enter as part of their membership.
For more than 30 years, the CCMA has been dedicated to supporting contact centre professionals. We’re constantly pushing ourselves to do more for our thriving community, which happens to be the largest community of contact centre professionals in the UK. The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations – and we live by that to this day.
No matter where your contact centre is in its development, we are here to support you. We give those that work in contact centres the chance to discuss ideas and share experiences through member-only Special Interest Groups and online and in-person events. Members are invited to become Accredited through the Contact Centre Standards Framework and get independent guidance on where to focus for improvements. There is also the opportunity to benchmark the operation against 25+ KPIs. The CCMA Academy gives everyone a structured learning opportunity to support both personal and professional development for the benefit of their operation.
And of course, we celebrate the progress our industry is making through the UK National Contact Centres Awards. Those that win go on to share their stories through channels such as the UK National Contact Centre Conference, Best Practice Visits and CareerTalk. They are invited to input into the Special Interest Groups and other events.
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