- Business Support Team of the Year
- Small Contact Centre of the Year
- Manager of the Year
The award ceremony, which will reward innovation, team-work, employee engagement and the delivery of exceptional customer experience, takes place on 2nd November at the Ricoh Arena in Coventry, following the judging sessions throughout October.
The Business Support Team has been recognised for their dedication in providing clerical and general support to the Swansea and other Arvato sites. Successes include processing £4.6 million worth of invoices punctually in six months, 300 security clearance checks over the last year and collectively raising approximately £16,000 as ‘Charity Champions,’ for the corporate charity, The Prince’s Trust and other local causes.
Our 33-strong help desk has also been shortlisted for the Small Contact Centre Team award. The team which acts as the first point of contact for 22,500 civil servants working for the Department for Transport (DfT) and its executive agencies, has achieved a record 97 per cent customer satisfaction rating, against a target of 85 per cent in 2017. The team also handled 120,000 enquiries last year and answered 99.9 % of all calls within five seconds.
Anthony Pompa, Head of Customer Services in Swansea has been nominated for the Manager of the Year award. Anthony manages the team that is in the running for the Small Contact Centre Team award and aside from motivating them to achieve their successes, he has also ensured that they were prepared for an increase in contacts, following the transition of 4000 new users of the shared service platform. He has also led them to win the Welsh Contact Centre Award for ‘Customer Engagement’ and regional Chamber Business Award for ‘Customer Commitment’, and to gain the Customer Service Excellence accreditation for the past two years.
Anthony commented: “Being shortlisted as finalists for three categories in the UKCCF awards is testament to the team’s passion and focus towards our customer’s experience, continuous improvement, performance and the support we provide to charity and the local community.
The team and I are very proud and honoured to be involved in these prestigious awards, which helps us showcase our achievements and continue our partnered approach with the UKCCF and other UK organisations to network, learn and share best practise.”
Judging will be conducted by experts from a range of companies including HSBC, Infinity, Sainsbury’s and Argos and will consist of presentations by the competing entrants followed by a Q&A.
Arvato’s Shared Services Centre employs more than 200 people, delivering HR, payroll, finance and procurement services for 22,500 civil servants across the UK.
Keep an eye on our Twitter account to find out how we get on.