CCS Awards 2017

Wed Nov 22, 2017
19:00 - 02:00
The Midland Hotel, Manchester

The Collections & Customer Service Awards returns for its 11th year to recognise the outstanding achievements of those within collections and customer service.


The awards are independently judged and culminate in a prestigious black tie dinner and ceremony at The Midland Hotel, providing an excellent forum for celebrating success and unparalleled networking opportunities.

Click here for information including venue, table plan and order of ceremonies for 2017.


Secure your table and check table availability by clicking the book now button below.


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What's new?


Last year, the awards scheme was revamped with a new brand and a new name to reflect the industry’s focus on conduct and compliance, particularly when it comes to the treatment of vulnerable customers.

The categories reflect the exceptional and critical work ongoing within the profession.



The 2017 awards continue to evolve to reflect the industry’s ever-changing approach to customers.


New additions to the Awards categories this year include Debt Purchaser of the Year, Best Debt Seller and Best Asset Sale Due Diligence Provider.


For the first time, the programme will recognise teams within creditors who execute a highly successful debt sale strategy while maintaining excellent customer service and communication.


View all categories


The CCS awards are independently judged and culminate in a prestigious black tie dinner and ceremony. It’s the main event in the collections calendar where the industry gathers for a relaxed glitzy evening, providing an excellent forum for celebrating success with unparalleled networking opportunities. Once again, the awards night follows the Collections, Debt Sale & Purchase Conference during the day at the same venue.


Thinking about sponsoring?

Take advantage of the high exposure marketing campaign by signing up today. Contact our sales team for more information.


Why sponsor

2017 Speakers View All

2017 Speakers

Michael Hainge

Commercial Director
London Borough of Hammersmith and Fulham

Paul Mason

Executive Director
Student Loans Company

James Appleby

Head of Credit Operations
Vanquis Bank

Leigh Berkley


Tasneem Bhamji

Head of Transformation - Credit Operations
Lloyds Banking Group

Nick Winterbottom

Head of Collections Strategy and Change
National Austrailia Group (CYBG)

Mark Gregory

Senior Supplier Manager Recoveries

Sara de Tute

Lowell Group and Credit Services Association (CSA)

Laurence Venn

Head of Collections and Recoveries
Yorkshire Building Society

Ian Worthington

Senior Recoveries Strategy Manager


Investing in Credit Strategy’s CCS Awards is an excellent opportunity to raise awareness of your brand in front of a discerning audience.


Interested in sponsoring?


Become a sponsor  Request Media pack

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Category sponsors

Intelligent Environments

Event sponsors


Why exhibit or sponsor?


With a room full of the industry’s best and brightest in attendance, there’s no better place to put your name if you want to attract the attention of collections professionals.


6 key reasons why you can’t afford to miss out!

  1. Gain significant brand exposure pre- and post-event through our extensive marketing and editorial coverage – including a bi-weekly newsletter
  2. Accomplish more with less time out of the office with this evening awards where the who’s who of the industry will be in attendance
  3. Make direct contact with new prospects
  4. Establish your presence in the market, or consolidate your position as a leading provider
  5. Strengthen existing business relationships by catching up with your contacts face-to-face
  6. Sponsor with confidence; Credit Strategy has over 17 years’ experience in running awards for the credit market


We’ve got sponsorship packages available to suit every budget, and if you sign up today you can take advantage of the full marketing campaign leading up to the 2017 event. Make the most of the marketing campaign for the 2017 awards by calling the business development team Ella, Louis or Michael today on 020 7940 4835


Request Media pack


Sponsorship Enquiry

If you are interested in becoming a sponsor or exhibitor, please complete the following form and a member of the CCS Awards team will be in touch.


Become a sponsor


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2017 finalists


Agent of the Year

  • Derek Bryce, HM Revenue & Customs
  • Paul Butcher, HM Revenue & Customs
  • Steve Hogan, HM Revenue & Customs
  • Dominic Jones, Phillips & Cohen Associates (UK)
  • Karen Wright, HM Revenue & Customs

Best Collections Technology

  • HighRadius
  • Interact Collect - Intelligent Environments
  • WOCS EMEA Credit Services


Best Conduct & Compliance Culture - Sponsored by Lowell

  • 1st Credit
  • Ardent Credit Services
  • HM Revenue & Customs, Accelerated Payments & Direct Recovery of Debts Team
  • Vauxhall Finance


Best Contact Centre Team

  • HM Revenue & Customs, Debt Technical Office, Liverpool
  • JTR Collections
  • Three Mobile Collections Team
  • WOCS EMEA Credit Services

Best Customer Service Provider - Sponsored by Intelligent Environments

  • 1st Credit
  • JTR Collections
  • North Warwickshire Borough Council
  • Three Mobile Collections Team

Best Legal Services / Judicial Provider

  • Ascent Legal - Ascent Performance Group
  • Marston
  • Mortimer Clarke Solicitors - Cabot Credit Management Group
  • stevensdrake solicitors


Best Public Sector Collections Team - Local

  • 1st Credit
  • City of York Council Revenues 2016/17
  • JTR Collections
  • North Warwickshire Borough Council


Best Public Sector Collections Team - National

  • HM Revenue & Customs, Debt Resolution Team, East Kilbride
  • HM Revenue & Customs, Field Force
  • HM Revenue & Customs, Large Business Unit, Liverpool


Best Training Provider

  • 1st Credit
  • Arrow Global
  • Credit Services Assocation (CSA)
  • Money Advice Trust

Charitable Initiative of the Year

  • North Warwickshire Borough Council
  • Vauxhall Finance - Making A Difference

Debt Purchaser of the Year

  • 1st Credit
  • Arrow Global

Transformation Programme of the Year

  • British Gas
  • EDF Energy
  • Yorkshire Building Society


Vulnerable Customer Support Initiative (creditor)

  • North Warwickshire Borough Council
  • Royal Bank of Scotland / NatWest Debt Management Operations
  • The British Gas Consumer Vulnerability Team

Vulnerable Customer Support Initiative (non-creditor)

  • Ardent Credit Services
  • Arrow Global
  • High Court Enforcement Group
  • Phoenix Commercial Collections


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Credit Strategy would like to congratulate all of this year’s Collections & Customer Service Awards winners.

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Each year the awards are independently judged and culminate in a prestigious black tie dinner and ceremony at The Midland Hotel, providing an excellent forum for celebrating success and unparalleled networking opportunities and the 2017 entries are open.


Categories and criteria


Winners 2016

Winners CCS 2016 - 1

James McShane, HM Revenue & Customs - Debt Management Telephone Centre

Agent of the Year

 Winners CCS 2016 - 2

1st Credit

Best Conduct & Compliance Culture

Sponsored by Lowell Group

Winners CCS 2016 - 3

1st Credit

Best Customer Service

Sponsored by Adare


Winners CCS 2016 - 4

The Keith Jones Partnership

Best Legal / Judicial Services Provider

Sponsored by Hito

Winners CCS 2016 - 5

Zinc Group – powered by Enghouse Interactive technology

Best Technology

Winners CCS 2016 - 6

Shop Direct

Charitable Initiative of the Year

Sponsored by Marston Holdings


Winners CCS 2016 - 7

HMRC Debt Management Telephone Centre, Livingston

Contact Centre Team of the Year

Winners CCS 2016 - 8

Money Advice Trust

Debt Advice Provider of the Year

Winners CCS 2016 - 9

Arrow Global

International NPL Expertise - Company


Winners CCS 2016 - 10

North Warwickshire Borough Council

Public Sector Collections Team of the Year


Winners CCS 2016 - 11


Vulnerable Customer Support Initiative - Creditor

Sponsored by Phillips & Cohen Associates UK



Winners CCS 2016 - 12

StepChange Debt Charity

Vulnerable Customer Support Initiative - Non-creditor


Decade of Pioneers

Celebrating a decade of the Collections & Customer Service Awards (CCS), Credit Strategy honoured 10 individuals and partnerships for their pioneering work across the field of collections, debt sale, customer services and debt counselling.


The 10 pioneers have shown great intuition in creating public and private sector partnerships, spearheading charity campaigns and leading the way in continental credit management.



Paul Atefi
Acquisition and Leveraged Finance
JP Morgan

Paul and Selina Burdell
Link Financial Group

James Cornell and Andrew Bartle
Chief executive and Chief operating officer
Lowell Group

Gareth Hughes
Chief executive
Marston Holdings

Malcolm Hurlston
CCCS (now StepChange Debt Charity/Registry Trust)

John Kirkby
Christians Against Poverty

Zach Lewy
Founder and Chief investment officer
Arrow Global

Francis Maude
Former Minister of State for Trade & Investment/Minister for the Cabinet Office

Mark Onyett

David Philpott
Former Technical Specialist

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The Conference

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Returning for its 17th year, the CDSP Conference is one of the biggest events in the collections calendar.

The Conference

Held for a number of years at the iconic Midland Hotel, Manchester, and followed by the hugely successful Collections & Customer Service Awards, this truly is one of the biggest industry gatherings of the year.

CDSP will focus on best practice within UK Collections and European NPL & debt sale opportunities.


Top reasons to attend:

  • Examine how creditors are preparing to deal with the rising levels of consumer credit
  • Understand where digitalisation is improving collections practice and customer service
  • Gauge how creditors are classifying vulnerability, against the backdrop of regulation
  • Hear a presentation on IFRS 9: Understand its potential impact of identifying risk early and preventing accounts falling into arrears
  • Analyse how creditors are prepared for SMCR, and how the Standard Financial Statement will affect the I&E process



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Want to know more about the awards? Need advice on what categories to enter or wish to book? Simply give us a call:


020 7940 4835


Or, you can leave your details here and we’ll get back in touch to answer your queries or confirm your place within 24 hours.


Book your table Venue




When booking a table, each person receives one welcome drink, a three course meal followed by coffee & petit fours, half a bottle of wine and water.





Platinum Zone - £4,000 + VAT
Gold Zone - £3,700 + VAT
Silver Zone - £3,350 + VAT
Bronze Zone - £3,000 + VAT









The Collections & Customer Service Awards take place on 22 November 2017 at:

The Midland Hotel,
Peter Street,

M60 2DS


see venue


Travel directions to The Midland Hotel, Manchester:

- By rail:

Nearest train station

Oxford Road - 300 metres

Manchester Piccadilly - ¾ mile

- By car:

From the south:
From the M6 Junction 19 join the M56. Follow signs for the city centre (A5103).Then follow signs for the Manchester Central Convention Complex/Bridgewater Hall onto Medlock Street. Go through the lights onto Lower Mosley Street. Pass Bridgewater Hall on your right and the hotel is facing you.

From the north:
From the M6, join the M61 at Preston. Follow signs for M60 south and west towards theTrafford Centre. Follow signs for the city centre and Manchester Central Convention Complex (A57). Turn left intoWater Street and left onto the A56 Deansgate. Turn right onto Peter Street and the hotel is 300 metres on the right hand side.


Please note that the hotel does not have its own car park, however, parking is available at the NCP Manchester Central (formerly known as G-Mex Centre) to the rear of the hotel.

Getting to us with your sat nav: When using a satellite navigation system, please use postcode M2 3NQ to reach the hotel. To go directly to the NCP Manchester Central car park, use postcode M2 3GX

Order of Ceremonies

7.00pm Drinks reception in the Octagon Lounge


7.30pm Call to dinner


7.50pm Welcome from Credit Strategy followed by an introduction to the Children's Trust


8.00pm Dinner


10.00pm Host introduction


10.15pm Awards ceremony


11.15pm After-party and networking in the Trafford Suite


02.00am Carriages



Dress code: Strictly black tie



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General Enquiries
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