Anthony Pompa, Head of Customer Services at our Sandringham Park site, scooped the accolade for Manager of the Year at the ceremony on 2nd November at the Ricoh Arena in Coventry.
The Swansea team was also highly commended in the Support Team of the Year and Contact Centre of the Year (under 100 seats) categories, which showcased those organisations demonstrating exceptional levels of innovation, teamwork and employee engagement.
The centre delivers HR, payroll, finance and procurement services for 22,500 civil servants working for the Department for Transport (DfT), the Maritime and Coastguard Agency (MCA), the Driving and Vehicle Licensing Agency (DVLA), the Vehicle Certification Agency (VCA) and the Driver and Vehicle Standards Agency (DVSA). Customers are able to self-serve all their administrative tasks, from claiming expenses to booking leave.
In the last five years alone, the 210-strong team has resolved 749,000 customer enquiries, provided 1.3 million payslips and achieved a customer satisfaction rating of over 98 per cent.
Anthony commented: “This recognition demonstrates the high quality of service we provide for our clients and is testament to the hard work of the whole team at Swansea over the past 12 months.
“I’m looking forward to building on this success over the next year and enhancing our services for our clients, through creating further efficiencies, sharing best practice and implementing new technologies, such as robotic process automation.”
The judging panel included HSBC, Infinity, Sainsbury’s and Argos.