Individual categories
The individual category gives you the opportunity to recognise those individuals in the business who have made a real difference.
Customer Service Agent of the Year
| Ian Hughes | Forge Holiday Group |
| Paige Phillips | Plusnet Ltd |
| Matthew Cullum | United Utilities |
| Jackie Pomford | United Utilities |
| Louise Hollinger | Complete Vehicle Support (Part of Proximo Group) |
| Krisztina Marton | Serco |
| Laura Wilson | Serco |
Support Person of the Year
| Katie Shields | United Utilities |
| Sharon Maleedy | United Utilities |
| Tina Fields | United Utilities |
| Rebecca Sherriff | Proximo Group |
| Rachel Smithson | Serco |
| Sarah Al Barghouti | Serco |
| Victoria Saunders | BT Consumer |
Team Leader of the Year
| Louise Greenwood | NFU Mutual |
| Rose Tunna | Forge Holiday Group |
| Marie Hendry | NFU Mutual |
| Helen Isherwood | United Utilities |
| Amanda Hollywood-Jones | United Utilities |
| Suzanne Kearley | United Utilities |
| Jane Miller | Complete Vehicle Support (Part of Proximo Group) |
| Jess Skelly | Serco |
| Isobel Burdett | Serco |
Newcomer of the Year
| Adam Harvey | NFU Mutual |
| Mike Hill | United Utilities |
| Luke Fearn | United Utilities |
| Jack Howe | Serco |
Hero of the Year
| Paul Tindle | EE Ltd part of BT Consumer |
| Alex Crane | United Utilities |
| Izzy Richards | United Utilities |
| Rick Glynn | United Utilities |
| Chloe Duncan | NFU Mutual |
| Joanne Fleming | Serco |
Trainer/Coach of the Year
| Laura Tippet Wilson | NFU Mutual |
| Sandra Halpin | United Utilities |
| Tracy Williams | United Utilities |
| Ashleigh Cadd | United Utilities |
| Damien Finley | G4S Employment Support Services |
| Ann-Marie Myles | Serco |
Contact Centre Manager of the Year
| Jack Guest | Forge Holiday Group |
| Shanice Lovatt | Sensee Ltd |
Team and company categories
Companies are made up of outstanding teams. Take this opportunity to celebrate the teams throughout the business.
Support Team of the Year
| Data Team | United Utilities |
| People Team | HGS UK |
| Learning & Development Team | HGS Uk |
| Corporate BI & Insight Team | HGS UK |
Frontline Team of the Year
| Team Courage | EE Ltd Part of BT Consumer |
| New Connections Specialists Team | United Utilities |
| Enquiry Line | G4S Ltd |
| Complete Vehicle Support | Complete Vehicle Support (Part of Proximo Group) |
Best Outsourced Partnership
| Sensee & Ageas FNOL | Sensee Ltd |
| HGS UK & GDS -One Login Partnership | HGS UK |
| EASS Service Line | G4S Employment Support Services |
Greatest Impact of AI
| Pet & Equine Claims - NFU Mutual |
| HGS UK |
Best Approach to Supporting Vulnerable Customers
| SP ENW Customer Directorate | SP Electricity North West |
| Insurance Claims Team | Sensee Ltd |
| Benefits Support Team | G4S Ltd |
| EASS Service Line | G4S Employment Support Services |
Outstanding Contact Centre Initiatives
| Outsourced Improvement Initiative | BI & Insight Team, HGS UK |
| Best People Development | York Motor Claims, NFU Mutual |
| Best People Development | M&P Underwriting, NFU Mutual |
| Best People Engagement | York Motor Claims, NFU Mutual |
| Best Customer Engagement | Proximo Group |
Contact Centre of the Year categories
Centre of Excellence
| Forge Holiday Group |
| HGS UK |
| E.ON Next - Bolton Superfamily |
Join us for the party in Manchester
Join us for a night dedicated to celebrating the very best in the contact centre industry. This prestigious black-tie event will bring together hundreds of professionals, finalists, sponsors, and industry leaders for an evening of recognition, entertainment, and inspiration.
Date: Thursday 22 October 2026
Time: 7pm - midnight
Location: The Edwardian Manchester Hotel
Free Trade Hall, Peter Street, Manchester, M2 5GP
Early bird price ends 23 September 2026
Find out more