The NHS Business Services Authority Customer Contact Services department had a successful night at the recent North East Contact Centre Awards (NECCA) winning not one but three awards for their work over the past year.
The annual awards recognise the best in contact centre services from companies across the North East. This year, the NHSBSA Contact Centre Services team was nominated for four categories and were winners in the following:
- Inspirational Leader – Susan Britton took home this award after being nominated by her team for demonstrating incredible leadership. She supports, empowers and provides guidance to her team and they wanted to let her know how much this help means to them.
- People Engagement Award – this award was presented to the service for their emphasis on the importance of looking after their staff. This includes their well established diversity, inclusion and wellbeing networks which offer support to staff as well as holding regular sessions to raise awareness of various good causes. The service has a well established development programme called ‘Career Pathways’ and this was recognised in this award. The team is dedicated to encouraging their staff to develop within the service, offering pathways to learn new skills and knowledge with the chance of applying for promotions at the end. This programme has already seen 85 staff successfully complete the pathway and 40 have achieved a promotion within the service. This programme has been so successful it has been adopted by the whole organization, a testament to the importance placed on supporting staff within their roles and beyond.
- Contact Centre of the Year (over 250 seats) – the service was crowned Contact Centre of the Year for all their hard work over the past 12 months. Not only with their people progression work but also by what they have achieved to keep things moving, doing things for the community and looking after each other and the public. Judges described the service as a ‘beacon for the call centre industry in the North East’.
Dan Britton, Head of Customer Operations at the NHS Business Services Authority said of the accolades:
“I’m delighted that our staff have been recognised at the NECCA awards. It is a testament to all their hard work and dedication to our customers, helping the people who need our support most in the community.
“It has been a difficult 18 months for us all, however I am incredibly proud of all our staff who have stepped up and taken on new work streams to support the COVID-19 response, sometimes setting new services up in a matter of days. They did this while supporting each other, adapting to new ways of working and continuing to provide an excellent service to our customers both in and outside of the business. This is a great achievement for all the staff and it is very well deserved.”
The Contact Centre takes calls on a variety of workstreams from Student Services, NHS Pensions and Healthy Start, which provides access to fresh and healthy food for people on a low income.
If you’d like to work for an award winning contact centre which provides excellent people engagement and support, they are currently recruiting for call handlers. For more information please visit our website.