The team from the Barclays Wealth & Investment Management Global Client Service Centre (GCSC) collected five awards at the recent Customer Contact Association (CCA) Awards.
Barclays Wealth and Investment Management provides international and private banking, wealth planning, trust and fiduciary services, investment management, brokerage services and research to private and intermediaries clients across the world and delivers service and support to clients via four Client Service Centres, with colleagues split between the Isle of Man, Glasgow, London and Singapore.
The Client Service Centre has been undergoing a major transformation over the past two years to help improve the overall client experience as well as engaging and motivating staff to strive for excellence in the service they offer. The results of these changes have been clearly demonstrated by the team’s success at these recent awards.
A number of team members travelled to Glasgow for the awards at the start of November where Barclays triumphed in a total of 5 Excellence Awards including:
• ‘Best Customer Experience of the Year’
• ‘Contact Centre Team of the Year B2C, and
• ‘Overall Team of the Year’
Client Services Team Leader, Amanda Cradden, who is based in the Isle of Man, was awarded:
• ‘Professional of the Year – Team Leader’ and
• ‘Overall Professional of the Year’
Barclays achieved a record number of awards despite formidable competition from a host of rivals in the most fiercely fought contest the CCA has ever staged.
Following the ceremony the team received some feedback from the judges who interviewed them as part of the judging process, which clearly shows the strength of their belief and passion in what they do.
The feedback includes the following:
Best Customer Experience of the Year
‘Very strong and consistent evidence, supported by more evidence on the call, of the organisation’s and this area's commitment to engagement of its people and the communication and structure.’
Amanda Cradden
• Professional of The Year - Team Leader
• Overall Professional of the Year
‘Amanda is one of the most energised, committed and enthusiastic Team Leaders I have ever had the pleasure of speaking to. Her passion for life, her team, her business, her clients and her own self-development is infectious and she has clearly made a huge impact on her team and client satisfaction.’
Contact Centre of the Year
‘Strong customer focus within the organisation along with great leadership at a time when service is increasing in its importance and becoming the competitive advantage. Great people focus, particularly around recruitment, training and induction.’
Overall Team of the Year
‘An excellent submission, backed up by further examples, processes and statistics during the verification call. In 5 years as a judge/committee member, this submission is the most robust, in terms of content, passion and evidence of an embedded culture that I have seen. Very well done.’
Amanda Cradden from Barclays Wealth & Investment Management, said: ‘It really was a great surprise to be presented with two individual awards on the evening. Although we put forward submissions for three of the awards, the Overall Team and Professional of the Year awards were judged separately from our previous interviews. It is a massive honor and the reaction we have had from people, both within Barclays and externally has been amazing.
‘I joined Barclays to become the best at what I do and to inspire a group of people to strive to develop into the successful team they have become today. These awards have demonstrated to us that the initiatives and work we are carrying out is having a very positive effect on the success of the business.’
Serena Heathcote, Senior Client Services Manager at Barclays based in the Isle of Man, said: ‘We, as a team, are dedicated to providing excellent customer service and we can only achieve this through the hard work and dedication of our team. We listen to every member of the team and encourage and empower them to make suggestions that will help improve the way we work.
‘Being presented with so many awards really is testament to their commitment and it is fantastic for the whole team to be recognised externally for the work they do. We are all extremely proud and this recognition has motivated us to keep striving for excellence in our work every day.’
