There was great cause for celebration at this year’s UK National Contact Centre Awards as Assurant colleague Joanne Schofield scooped the top prize in the ‘Team Manager – Service’ category.

Joanne was among hundreds of entries to go through a rigorous selection process that involved nominees being put forward by their line manager and then shortlisted by a judging panel of industry experts. Joanne had to complete a video interview with a member of the panel before joining the other shortlisted entrants and over 700 industry professionals at a lavish Gala Dinner ceremony at The Brewery in London where the winners were announced.

The awards recognise both individuals and teams who are seen as role models within contact centre operations, consistently delivering industry leading standards. Joanne was particularly commended for her on-going ability to challenge the ‘norm’ by implementing a number of initiatives which have brought substantial improvements not just to team members but also the customers they serve.

On winning her award, Joanne said: “It came as a real surprise to win the Gold award, especially as the competition was so high. I am absolutely delighted and incredibly proud to have won particularly as I was unaware that I’d been nominated by my Operations Manager in the first place.”

Andy Morris, president & CEO for Assurant Europe & Australia, who joined in with celebrations at the event added: “This award is fantastic recognition for Jo and the 10 years’ service she has given to the business.  It also demonstrates the commitment we have to ensuring our call centre operations are packed with people like Jo who are passionate and dedicated in delivering the best customer service experience in the market. This is reflected in the excellent NPS and customer satisfaction scores across our programmes.”

Assurant is a member of the Call Centre Management Association (CCMA), the organisation which manages these awards and is the UK’s longest established body representing the call centre industry.