Novuna Consumer Finance, a leader in the UK’s retail point of sale and personal lending sector, has been awarded the prestigious ‘Industry Leading’ status by the Contact Centre Management Association (CCMA).
This is an industry-first for any finance company and positions Novuna as one of only two UK companies across any sector to achieve this rating.
The CCMA’s rigorous evaluation process took place at Novuna’s Leeds site, the home of its consumer finance business, where 205 staff in its contact centre serve over 1.3 million customers and support over 3,500 retailers.
The assessment highlighted Novuna’s excellence across critical operational pillars, including Strategy, Customer Engagement, Employee Experience, Operational Efficiency, and Corporate Culture – culminating in an outstanding five- star rating and evidence of exemplary customer service, a first for a UK financial services company.
In 2024, Novuna enhanced its customer experience initiatives through continued technological investments, reinforcing its first point of contact resolution approach and rolling out advanced customer service software to maintain its high standards of support for both retailers and individual customers.
Vincent Reboul, Managing Director at Novuna Consumer Finance, sad,
“We are honoured to achieve this remarkable recognition, which reflects the hard work and expertise of our teams across the business who work tirelessly to deliver a top-notch customer experience,”
“Our focus on delivering consistent, exceptional service across every touchpoint has been integral to our growth and will remain central to our future ambitions. This five-star accreditation is not only a milestone for us but also reaffirms our role as a leader in financial services.”
Leigh Hopwood, CEO at CCMA, said,
“Being independently assessed against the Contact Centre Standards Framework is testament to Novuna’s ambitions to be the best that they can be.
Achieving a five-star rating and being recognised as an industry leading Accredited Contact Centre is an incredible achievement.”
Novuna Consumer Finance is one of the UK’s leading providers of retail point of sale finance and personal loans, lending £2.3bn to more than a million customers each year.
The business works with 3,500 retailers from high street brand names to niche online ecommerce retailers, providing fast, flexible finance solutions that integrate into all channels.
Its loans channel, Novuna Personal Finance, has been voted the UK’s ‘Best Direct Personal Loan Provider’ in the Your Money Awards for ten years running, and the business retains one of the highest customer satisfaction scores in the market.
Novuna Consumer Finance is a trading style of Mitsubishi HC Capital UK PLC, part of Mitsubishi HC Capital Inc., one of the world’s largest and most diversified financial groups, with over 11trn yen (£57bn) of assets.
For additional information on Novuna Consumer Finance visit their Website
For more than 30 years, the CCMA has been absolutely 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.
For additional information on CCMA view their Company Profile
