Our Complaints Team Leader, Mark Page, has been named as a finalist in the ‘Complaints Manager of the Year’ category at the 2022 UK National Contact Centre Awards.
Now in their 27th year, the awards recognise role models in the industry who inspire people across the sector through the work they do in their contact centre operation.
Mark has been nominated for his outstanding contribution to our premium automotive group client – particularly for his proactivity and enthusiasm in pursuing new initiatives that will improve our service to the business and its customers.
Over the last 12 months, he has worked closely with colleagues and the client to lead work on analysing and improving the customer journey and has been instrumental in helping the partnership seamlessly transition to a new technology platform. This includes running support sessions on the new system for the client’s own teams.
He has also introduced new ways of increasing productivity and service quality across the department, including streamlining management systems and building new reporting processes, and has taken a lead in training and mentoring colleagues.
And he’s done it all while demonstrating real commitment to his team’s motivation and wellbeing – in particular, showing dedication to ensuring colleagues working at home have all the support they need.
Brenda Beavon, Customer Service Solutions Director, Arvato CRM Solutions said:
Colin Gittens, Key Account Director, Arvato CRM Solutions also commented:
Mark’s nomination follows a number of recent award successes for our contact centre teams.
In November 2021, we took bronze in the ‘Outsourced Contact Centre of the Year’ category at the European Contact Centre & Customer Service Awards (ECCCSAs) for our operational resilience, while simultaneously improving the quality, speed, and effectiveness of services for our clients. Meanwhile, we also won two Welsh Contact Centre Awards for ‘Best COVID-19 Strategy’ and our Business Support Officer Alun Hope was recognised as ‘Apprentice / Newcomer of the Year’ for his exceptional work ethic and can-do attitude throughout the Covid-19 pandemic.
The winners of the UK National Contact Centre Awards will be announced at the awards ceremony on Monday 20th June 2022 – good luck to all the finalists!