Adrian Cobbledick of NCP, the UK’s biggest car park provider, was recognised at the UK National Contact Centre Awards in London as he scooped a gold award as Business Improvements Manager of The Year. He faced tough competition including strong nominations from BUPA, O2, LV and Historic Royal Palaces, to take the coveted trophy.
The award was recognition for the work that Adrian was responsible for in bringing a purpose-built national contact centre into operation in Manchester City Centre, bringing 100 full and part-time jobs to the area. Staff at the contact centre support NCP’s on-site teams and customer service assistants countrywide. The project included setting up the premises and organising staff and was achieved in just six months.
Adrian also implemented new technologies at the centre, such as Workforce Management, which has established successful and motivated teams of staff focussed on customer insight leading to greatly improved customer satisfaction and response rates. The teams have real knowledge of the geographical locations where the car parks are based, so are better able to understand and assist customers comprehensively and quickly and comprehensively.
Although mine may be the name on the trophy, this accolade is really one that reflects all the hard work the whole Manchester team have put in into the contact centre and its work with customers. We are so pleased with the huge improvements made in customer service so far and will feel doubly-motivated to achieve even more.
Another of NCP's team was recognised on the night, with Fotis Gregory, planning and information manager at the customer contact centre, awarded Bronze in the Contact Centre Suppport Manager of the year award.
Actively involved in driving change through analysis and strategic improvements, Fotis was recognised as being a key contributor to the delivery of NCP’s continuous improvement plan and the running of the contact centre.