Individual Categories 

Hero of the Year

Alisha Rosser – MotoNovo Finance

Jared Vaughan – BUUK

Paige Thomas – Lloyds Banking Group

Ryan Thomas – Molson Coors

Gareth Rees – Legal & General Direct Sales

Matt Speight – SSCL

Alison Bowden – Royal Mint

Cathy Addicot – MotoNovo Finance


Apprentice of the Year

Momtaz Abedin – Deloitte

Joseph Lockyer – Legal & General Pensions

Delyth Owen – DVLA


Rising Star

Kerry Batten – The Safeguarding Company

James Duggan – Molson Coors

Gavin Mercer – Which?

Rachel Armstrong – CGI

Colin Chatfield – Consumer Helpline

Sam Hayes – NFU Mutual

Ben Jones – DVLA

Siona McKay – Legal & General Direct Sales

David Darling – Capital on Tap


Support Person of the Year

Kimberley Evans – Lloyds Banking Group

Beth Jones – Legal & General Direct Sales

Laura Jones – Deloitte

Chris Bibby – Which?

Daniel Reed – Blackhorse Finance

Eleanor Parkes – Firstsource Solutions

Neil Andrews – PHS Group

Rupal Shah-Clark – Legal & General Underwriting

Lisa Miles – Monmouthshire Building Society


Advisor of the Year

Victoria Munn – Wales & West Utilities

Katie Nicholas – Principality Building Society

Chris Stickler – BUUK

Emma Freddura – Legal & General Direct Sales

Jo O’Brien – SSCL

Luke Walker – Capital on Tap

Dan Price – The Safeguarding Company

Deborah Curwen – Firstsource Solutions

Team Leader of the Year

Katie McKendrick – Lloyds Banking Group

Nathen Jackson – Consumer Helpline

Ffion England – Deloitte

Rosa Cartwright – Molson Coors

Jo Gibbins – Sky

Jake Richards – Which?

Joe Davies – CGI

James Woolven – Firstsource Solutions

Leah Evans – Dwr Cymru Welsh Water


Trainer/Coach of the Year

Shaun Witty – Legal & General Investments

Brad Walker – Which?

Mel Wilson – The Safeguarding Company

Robert Marks – PHS Group

James Gowling – DVLA  


Support Manager of the Year

Matt Wilson – Deloitte

Scott Williams – CGI

Dai Phipps – Consumer Helpline

Karen Evans – Blackhorse Finance


Contact Centre Manager of the Year

Peter Owen – DVLA

Gareth Jones – Consumer Helpline

Tracey Hutchison – Legal & General Direct Sales

Polly Jones – Lloyds Banking Group

Jo Bradley – Legal & General Insurance

Matthew Lord – Ogi


Senior Contact Centre Manager of the Year

Gareth Vaughan – Principality Building Society

Richard James – BT

Steph O’Leary – SSCL

Louise Phillips – Virgin Atlantic

Company/Team Categories

Best Agile Working Programme


NFU Mutual 


Support Team

Lloyds Banking Group

Legal & General Direct Sales

Consumer Helpline

Starling Bank

The Safeguarding Company

Capital on Tap


People Development

Legal & General – LWEI

PHS Group

Dwr Cymru Welsh Water


Virgin Atlantic

Best Inclusion Strategy


Connect Assist

Royal Mint

Best Public Sector Helpline

To Be Announced

Customer Engagement 

Legal & General


The Safeguarding Company

MotoNovo Finance


People Engagement

Molson Coors

NFU Mutual

Lloyds Banking Group

Firstsource Solutions


Outsourced Contact Centre of the Year

Consumer Helpline



Contact Centre of the Year – In-house 

Molson Coors

PTI Traveline Cymru

Legal & General Retirement Income


Legal & General Direct Sales

Principality Connect


Starling Bank


Capital on Tap


Adra Housing

Dwr Cymru Welsh Water