Description
This award recognises an exceptional Service and/or Support Team Leader who inspires, develops and leads a high-performing team to deliver outstanding customer experiences, colleague engagement and operational performance.
The nominee will typically lead a team of 12 or more colleagues and be responsible for creating a culture in which customer service, support and continuous improvement drive positive outcomes for customers, colleagues and the wider organisation.
This category is open to leaders operating across voice, digital or multi-channel environments and includes leaders responsible for service teams, support teams or combined service and support functions.
The nominee should describe the most significant contribution they have made during the previous 12 months and demonstrate the difference it has made through their leadership, operational performance and overall contribution to organisational success.
The nominee should also explain what sets them apart from other leaders and why they deserve recognition.
The winning individual will have demonstrated outstanding achievement against some or all of the following criteria:
Achievement & Contribution
• Consistently leads a high-performing team that achieves or exceeds service, support and operational objectives.
• Demonstrates strong leadership, accountability and ownership of team performance.
• Creates a clear vision and direction that inspires colleagues to deliver exceptional results.
• Uses customer insight, performance data and feedback to drive improvements in service delivery and team effectiveness.
• Challenges existing processes and ways of working to improve customer outcomes, operational performance and organisational value.
Impact
• Delivers measurable improvements in customer experience, customer satisfaction, quality or operational performance.
• Demonstrates a positive impact on organisational performance through service excellence, efficiency or productivity improvements.
• Implements initiatives that improve customer journeys and remove barriers to delivering great service.
• Provides evidence of sustained results and long-term value.
• Creates positive outcomes for customers, colleagues and the wider organisation.
Collaboration & Influence
• Builds a positive, engaged and high-performing team culture.
• Develops colleagues through coaching, mentoring and ongoing support.
• Creates an environment where individuals feel empowered, accountable and motivated to succeed.
• Demonstrates a genuine commitment to colleague wellbeing, inclusion and development.
• Works collaboratively with peers and stakeholders to achieve wider organisational goals and improve customer outcomes.
Innovation & Differentiation
• Introduces new ideas, approaches or initiatives that improve service delivery, team performance or customer experience.
• Adopts best practice and learning from within and beyond the contact centre industry.
• Demonstrates a willingness to challenge traditional approaches and continuously improve.
• Acts as a role model for professionalism, leadership and customer-focused service excellence.
• Goes beyond expected standards to deliver meaningful and lasting results.
The strongest entries will demonstrate not only exceptional operational performance but also measurable impact, inspirational leadership, and a clear contribution to customers, colleagues, and organisational success.