April 24, 2026
The very first Scotland Contact Centre Awards 2026 took place in style at Glasgow Marriott Hotel, bringing together leaders, teams and rising stars from across Scotland’s thriving contact centre industry.
Hosted by Gordon Smart, the evening celebrated excellence, innovation and outstanding people from across the sector. Guests arrived via a red carpet entrance, enjoyed a sparkling drinks reception, captured memories in a quirky photobooth, and were welcomed in unforgettable fashion by Robin T of The Piping Experience, whose stirring bagpipes led attendees into the dining hall.
From inspiring individuals to high-performing teams and standout organisations, the awards showcased the remarkable talent driving customer experience and business success across Scotland.
The response from guests was overwhelmingly positive, with attendees praising the atmosphere, production and the chance to celebrate the achievements of an industry that often works behind the scenes but delivers every day.
Individual category winners
The individual categories recognised those people who have made a genuine difference within their business.
Newcomer of the Year
Danyal Mahmood, Clear Business
Sales Agent of the Year
James Paterson, EE Ltd
Customer Service Agent of the Year
Highly Commended: Molly McGovern, Motability Operations Ltd
Winner: Caroline Elliot, Kwik Fit
Team Leader of the Year
Highly Commended: Anna Russell, Clear Business
Winner: Chloe Douglas, EE Ltd
Support Person of the Year
Georgette Smith, NFU Mutual
Support Manager of the Year
Jaclyn Gilmour, Sky UK
Support Team of the Year
CSG Operations Enablement Team, Sky UK
Hero of the Year
Lauren Hitchen, NFU Mutual
Team and company category winners
These awards recognised the teams whose work powers great businesses.
People Development of the Year
Coaching Team, AXA Health
Customer Engagement of the Year
Customer Experience Team, Warmworks
Frontline Team of the Year
Highly Commended: Cancer Care Team, AXA Health
Winner: Remote Diagnosis/Triage Team, Scottish Water
Best Technology Partnership
Resolution Excellence Team, Clear Business
Mental Health in the Workplace
Edinburgh Centre, Motability Operations Ltd
Best Transformation Programme
Systems Thinking Team, AXA Health
Continuous Improvement Programme
Edinburgh Centre, Motability Operations Ltd
Greatest Impact of AI
Customer Service Team, Scottish Power
Best Approach to Supporting Vulnerable Customers
Kura CS Ltd
In-house Complaints Handling Team of the Year
Customer Care & Experience Team, Kwik Fit
Outsourced Complaints Handling Team of the Year
Ascensos KFC Team, Ascensos & KFC
Contact Centre of the Year categories
Best Contact Centre Culture
Motability Operations Ltd
Contact Centre of the Year
EE Ltd
Best Contact Centre Culture and Contact Centre of the Year
Tesco
A night to remember
The inaugural Scotland Contact Centre Awards proved that Scotland’s customer contact industry is rich with talent, resilience and innovation. From frontline excellence to transformational leadership, the winners and finalists demonstrated the very best of the profession.
Congratulations to every finalist, highly commended entrant and winner. We look forward to returning even bigger and better next year.