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6 October 2021

Gala dinner

Featuring the CCS Awards and U&T Awards sponsored by
6 October 2021 | Gala Dinner | The Point at Emirates Old Trafford, Manchester
16:30 - 18:00
Digital Broadcast

Cheering the champions that fight vulnerability

As the pandemic and various lockdowns pushed an increasing part of the population into financial vulnerability, collections professionals have demonstrated unprecedented levels of resilience and adaptability whilst delivering outstanding customer support.

 

Those achievements deserve recognition. As the vaccine roll-out brings normalcy within reach, we are proud to announce that the Vulnerability Awareness Gala will take place, in person, on 6 October in Manchester (following the Collections & Vulnerability Summit) and to cheer the vulnerability champions throughout its two awards programmes:

  • Collections & Customer Service (CCS) Awards
  • Utilities & Telecoms (U&T) Awards, sponsored by Just


View 2020 winners

 

 


2021 Nominations now open

If there ever was a year where collections teams across financial services, the public sector, energy, water and telecoms deserve recognition, it’s this one. Experiencing first-hand the catastrophic outcome of increasing numbers of individuals pushed into financial vulnerability, the collections sector has risen to the occasion by being agile, adaptable, proactive, and without any doubt customer-centric.

 

A true endorsement of success offering exceptional marketing and PR opportunities, our awards programmes raise the credibility and standing of our winners in the eyes of their peers and customers.

 

Shine a light on your and your team’s outstanding achievements by choosing between one of our two awards:

For collections professionals across the credit and financial services sectors For collections professionals across the energy, water and telecoms

Start nominating

 


Start nominating

 


 

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2021 judges


Michelle Atkinson

Head of Income
United Utilities Water

Chris Cousins

Supplier Conduct Performance Manager
Natwest

Leighton Grew

Director, Collections, Recoveries and Restructuring
Shawbrook Bank

Simon Bell

Head of Collections
Shell Energy

Steve Bevan

Director of Collections
NewDay

Sam Challenger

Head of Collections
Billing Finance

Richard Kernick

Collections Director
PSA Finance UK

Rula Samara

Collections, Recoveries & Contact Centre Manager, Consumer Finance
Hitachi Capital

Laura Tough

Head of member vulnerability, access and inclusion
Nationwide
Chris Leslie

Chris Leslie

CEO
CSA

 

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One of the two Awards ceremonies held during the Vulnerability Awareness Gala will be the Collections & Customer Service Awards. View the individual categories below or start nominating here.

 

 

GETTING STARTED

  • Login or register for free to view the category criteria, what the judges are looking for and to start your entries.
  • From there you can enter as many categories you wish and can
  • Edit and return to your entries as many times as you like before the final submission.

 

IMPORTANT DATES & INFORMATION

  • An admin fee is applied for each entry submission.
  • A standard entry fee of £150+VAT will be applied until 16 July 2021.
  • A late entry fee of £250+VAT will be applied until the final deadline of 20 August 2021.

 

CONFIDENTIALITY

  • All materials will remain confidential to the judges.
  • Winning case studies may be used in post-event materials to promote best practice but permission will be sought from entrants before publishing.

 

TERMS & CONDITIONS
By entering the awards, you are agreeing to our terms and conditions as well as to our privacy notice.

 

START THE SUBMISSION PROCESS:

  • Check the 2021 categories in the below list
  • Select relevant categor(y)ies.
  • If you wish to submit entries for several categories, simply come back to this page and re-start the process by selecting a new category.

 

WHATEVER YOU NEED, WE’RE HERE TO HELP

 

Whether that be support with writing your entries or

suggestions on which categories are best fit for you, we’re here for you.

 

Simply contact Ioana, our Awards Manager directly by email.

Agent of the year

Enter now

Who should enter:
An individual customer service/collections agent working for any of the following: Financial services firms, local authorities, central government departments or agencies, debt collection agencies, debt purchasers, BPOs & third party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms.

Agent of the Year – Vulnerable Customers

Enter now

Who should enter:

An agent working in a role or team that focuses specifically on vulnerable customers, for any of the following: creditors in the financial services sector or public sector, DCAs, debt purchasers, BPOs and third-party servicers.
An agent working for a utilities or telecoms company cannot enter this category.
NOTE: A single, named individual should be indicated as the nominee by the organisation providing the entry. They must work as frontline staff in a contact centre.

 Best Customer Contact Technology Provider

Enter now

Who should enter:

Any organisation that provides customer interaction management and/or call centre technology products and services to creditors in the financial services, energy, water, telecoms or public sector (local and central government), as well as for collections businesses, debt purchasers, BPO firms or servicers.

Best Conduct & Culture

Enter now

Who should enter:

Financial services firms, utilities firms, telecoms providers, local authorities, central government departments or agencies, debt collection agencies, debt purchasers, BPOs & third party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms.

Best Contact Centre Team

Enter now

Who should enter:

Financial services firms, utilities firms, telecoms providers, local authorities, central government departments or agencies, debt collection agencies, debt purchasers, BPOs & third party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms.

Best Customer Service Provider

Enter now

Who should enter:

Financial services firms, local authorities, central government departments and government agencies, debt collection agencies, debt purchasers, BPOs & third party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms.

Best Legal Services Provider

Enter now

Who should enter:

Law firms with a strong or predominant focus on collections or litigation activity, legal divisions/companies within debt purchasers, legal divisions/companies owned by outsourcing companies, legal teams working within BPO businesses, legal teams and practitioners working within creditor organisations.

Best Outsourcing & Partnership Initiative of the Year

Enter now

Who should enter:

BPO providers, debt collection/purchase businesses, plus all other types of businesses and organisations working with, or providing services to either debt purchasers or creditors, in the financial services and/or public sectors. Public sector here refers to both local and central government.
Debt advice bodies and publicly-funded organisations may also apply. Joint submissions are encouraged from third party partners and creditor organisations, to demonstrate how the firms have been working together to enhance business performance, reach satisfactory conclusions for all parties and enhance the customer journey.
.

Best Public Sector Collections Team

Enter now

Who should enter:

Collections teams from any of the following:
• A government department, authority or agency such as HMRC, DWP, Cabinet Office, Treasury, Border Agency, Insolvency Service.
• A local authority
• Government-founded organisations such as UKAR and Student Loans Company.
• A joint venture between a private company and a government department/agency; such as Indesser
• A private company whose team specialises in local authority, central government or government agency collections.

Best Technology Provider

Enter now

Who should enter:

Technology and data services providers of all kinds, operating in either the financial services sector or public sector, who are serving the collections function. Companies have the option of sending a joint entry with the user of their technology. The company that created and provides the technology, along with the company deploying it, will both be named as joint entrants should the entry make it to the shortlist. Creditors in the financial services space may nominate a provider.

Best Use of Technology

Enter Now

Who should enter:

Any creditor in the financial services space, or any debt purchaser, DCA, law firm, or credit reference agency, using technology to improve customer service in the collections and recoveries field, in the financial services or public sectors. Alternatively, any combination of a technology user and supplier can submit a joint entry.
Technology can be viewed for this category in its broadest description – which can also include software applications and business methods.

Best Vulnerable Customer Support Initiative

Enter now

Who should enter:

Creditors in the financial services or public sectors, debt collection agencies, debt purchasers, BPOs & third party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms. Joint entries will be accepted from any of these companies and one of its service providers.

Utility or telecoms providers cannot enter this category.

Best Vulnerable Customer Support Team

Enter now

Who should enter:

Any team tasked with supporting vulnerable customers, that works for any of the following organisations: Creditors in the financial services or public sectors, or debt collection agencies, debt purchasers, BPOs & third party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms.
Utilities and telecoms providers cannot enter this entry.

Special Award for CSR & Charitable Initiatives (NEW)

Enter now

Who should enter:

Any company, either creditor or otherwise, considering itself a part of the collections industry, which is active in the financial services or public sectors. Public sector here refers to local and central government.
Energy, water or telecoms companies cannot enter this category.

Debt Advice Provider of the Year

Enter now

Who should enter:

Organisations that provide free or fee-charging debt advice, or personal debt solutions such as IVAs, debt management plans, bankruptcies, protected trust deeds, debt relief orders and the debt arrangement scheme in Scotland.

Debt Purchaser of the Year

Enter now

Who should enter:

Any company purchasing, investing or co-investing in portfolios of consumer or commercial debt, in the financial services sector..

Excellence in Training

Enter now

Who should enter:

Any creditor or lender in the financial services, utilities or telecoms space, or if applicable, the public sector, that has sold portfolios or a single portfolio of performing or non-performing debt, comprising of consumer and/or commercial debt, in 2019/2020.

Responsible Debt Seller of the Year

Enter now

Companies eligible for nomination:

Any creditor or lender in the financial services, utilities or telecoms space, or if applicable, the public sector, that has sold portfolios or a single portfolio of performing or non-performing debt, comprising of consumer and/or commercial debt, in 2020/2021.

The CCS Company Award for Business Continuity

Enter now

Companies eligible for nomination:

Any creditor in the financial services sector or public sector, or any debt purchaser, DCA, BPO, law firm, credit reference agency, or any other service provider working for creditors in the public sector or financial services, where the service relates to collections.

The CCS Company Award for Sustainability

Enter now

Who should enter:

Any creditor in the financial services sector or public sector, or any debt purchaser, DCA, BPO, law firm, credit reference agency, or any other service provider working for creditors in the public sector or financial services, where the service relates to collections.

Transformation Programme of the Year

Enter now

Who should enter:

Any UK creditor or supplier, operating in either the financial services sector or public sector, which has made a step change in its existing procedures, operations and/or technology within their collections/customer services function, with demonstrable benefits for their organisation.

Vulnerability Champion

Enter now

Who should enter:

As opposed to a frontline agent, this category is for managers, senior managers, directors, divisional heads, c-suite executives, or any other business leaders, working for any of the following: Creditors in the utilities and telecoms sector, financial services sector or public sector, DCAs, debt purchasers, BPOs and third-party servicers.
This individual must have led either an initiative, set of initiatives, programmes, policy or process changes, a team or set of teams, with a specific focus on supporting vulnerable customers.
.

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Share on LinkedInShare on TwittereCard

One of the two Awards ceremonies held during the Vulnerability Awareness Gala will be the Utilities & Telecoms Awards. View the individual categories below or start nominating here.

 

 

GETTING STARTED

  • Login or register for free to view the category criteria, what the judges are looking for and to start your entries.
  • From there you can enter as many categories you wish and can
  • Edit and return to your entries as many times as you like before the final submission.

 

IMPORTANT DATES & INFORMATION

  • An admin fee is applied for each entry submission.
  • A standard entry fee of £150+VAT will be applied until 16 July 2021.
  • A late entry fee of £250+VAT will be applied until the final deadline of 20 August 2021.

 

CONFIDENTIALITY

  • All materials will remain confidential to the judges.
  • Winning case studies may be used in post-event materials to promote best practice but permission will be sought from entrants before publishing.

 

TERMS & CONDITIONS
By entering the awards, you are agreeing to our terms and conditions as well as to our privacy notice.

 

START THE SUBMISSION PROCESS:

  • Check the 2021 categories in the below list
  • Select relevant categor(y)ies.
  • If you wish to submit entries for several categories, simply come back to this page and re-start the process by selecting a new category.

 

WHATEVER YOU NEED, WE’RE HERE TO HELP

 

Whether that be support with writing your entries or

suggestions on which categories are best fit for you, we’re here for you.

 

Simply contact Ioana, our Awards Manager directly by email.

Agent of the Year

Enter now

Who should enter:
An individual customer service/collections agent working for any of the following: energy, water or telecoms firms, debt collection agencies, debt purchasers, BPOs & third-party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms.

Agent of the Year – Vulnerable Customers

Enter now

Who should enter:

An agent working in a role or team that focusses specifically on vulnerable customers, for any of the following: creditors in either the utilities or telecoms sector, DCAs, debt purchasers, BPOs and third-party servicers.

Best Customer Contact Technology Provider

Enter now

Who should enter:

Call centre technology providers of all kinds, operating in either the utilities or telecoms marketplace, who are serving the collections function.

Best Conduct & Culture

Enter now

Who should enter

Financial services firms, utilities firms, telecoms providers, local authorities, central government departments or agencies, debt collection agencies, debt purchasers, BPOs & third party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms.

Best Contact Centre Team

Enter now

Who should enter

Financial services firms, utilities firms, telecoms providers, local authorities, central government departments or agencies, debt collection agencies, debt purchasers, BPOs & third party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms..

Best Customer Service Provider

Enter now

Who should enter

Energy, water or telecoms firms, debt collection agencies, debt purchasers, BPOs & third party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms.

Best Outsourcing and Partnership Initiative of the Year

Enter now

Who should enter

BPO providers, debt collection/purchase businesses, plus all other types of businesses and organisations working with, or providing services to, creditors in the utilities or telecoms sector.
Debt advice bodies and publicly-funded organisations may also apply. Joint submissions are encouraged from third party partners and creditor organisations, to demonstrate how the firms have been working together to enhance business performance, reach satisfactory conclusions for all parties and enhance the customer journey.

Best Technology Provider

Enter now

Who should enter

Technology and data services providers of all kinds, operating in either the utilities or telecoms marketplace, who are serving the collections function. Companies have the option of sending a joint entry with the user of their technology. The company that created and provides the technology, along with the company deploying it, will both be named as joint entrants should the entry make it to the shortlist.

Best Use of Technology

Enter now

Who should enter
Any creditor in the utilities or telecoms sectors, or any debt purchaser, DCA, law firm, or credit reference agency, using technology to improve customer service in the collections and recoveries field, in utilities or telecoms sectors. Alternatively, any combination of a technology user and supplier can submit a joint entry.

Best Vulnerable Customer Support Initiative

Enter now

Who should enter
Creditors in the utilities or telecoms sector, debt collection agencies, debt purchasers, BPOs & third party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms. Joint entries will be accepted from any of these companies and one of its service providers.

Best Vulnerable Customer Support Team

Enter now

Who should enter

Any team tasked with supporting vulnerable customers, that works for any of the following organisations: Creditors in the utilities or telecoms sectors, or debt collection agencies, debt purchasers, BPOs & third party administrators, debt advice and debt management providers, judicial services & enforcement providers, law firms.

Special Award for CSR & Charitable Initiatives (NEW)

Enter now

Who should enter

Any company, either creditor or otherwise, considering itself a part of the collections industry, which is active in the utilities or telecoms sectors.

Energy Team of the Year – Collections

Enter now

Who should enter

Teams performing a collections function for a creditor in the energy sector, who are working with consumer and/or commercial customers. This category is open to in-house teams within creditors, and teams within a debt collection agency (DCA), law firm, debt purchaser or BPO, working for a creditor. Creditors may nominate a team within a DCA, law firm debt purchaser or BPO, and vice versa.

Energy Team of the Year – Credit

Enter now

Who should enter
Teams performing a credit and debt management function within a creditor in the energy sector, who are working with consumer and/or commercial customers. This category is open to in-house teams within creditors only, however third-party partners may nominate on behalf of a creditor.

Telecoms & Home Media Team of the Year

Enter now

Who should enter
Credit or collections teams working with consumer and commercial customers for a creditor in the telecoms sector (including home internet, TV and multimedia entertainment, mobile and any other telecommunications/media activities). This category is open to in-house teams within creditors, however third party partners may nominate on their behalf.

The U&T Company Award for Business Continuity

Enter now

Who should enter

Any creditor in the utilities or public sectors, or any debt purchaser, DCA, BPO, law firm, credit reference agency, or any other service provider working for creditors in either of these sectors, where the service relates to collections.

The U&T Company Award for Sustainability

Enter now

Who should enter

Any creditor in the utilities or public sectors, or any debt purchaser, DCA, BPO, law firm, credit reference agency, or any other service provider working for creditors in either of these sectors, where the service relates to collections.

Transformation Programme of the Year

Enter now

Who should enter

Any UK creditor or supplier, operating in either the utilities or telecoms sector, which has made a step change in its existing procedures, operations and/or technology within their collections/customer services function, with demonstrable benefits for their organisation.

Vulnerability Champion

Enter now

Who should enter

As opposed to a frontline agent, this category is for managers, senior managers, directors, divisional heads, c-suite executives, or any other business leaders, working for any of the following: Creditors in the utilities or telecoms sector, DCAs, debt purchasers, BPOs and third-party servicers.

This individual must have led either an initiative, set of initiatives, programmes, policy or process changes, a team or set of teams, with a specific focus on supporting vulnerable customers.

Water Team of the Year – Collections

Enter now

Who should enter

Teams performing a collections function for a creditor in the water sector, who are working with consumer and/or commercial customers. This category is open to in-house collections/customer service teams within creditors, and teams within a debt collection agency (DCA), law firm, debt purchaser or BPO, working for a water supplier. Creditors may nominate a team within a DCA, law firm debt purchaser or BPO, and vice versa.

Water Team of the Year – Credit

Enter now

Who should enter
Teams performing a credit and debt management function within a creditor in the water sector, who are working with consumer and/or commercial customers. This category is open to in-house teams within creditors only, however third-party partners may nominate a team within a water supplier.

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2020 winners

 

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Collections & Customer Services Awards

Agent of the Year

Lauren Kennedy, Financial Wellness Group


 

Best Customer Service Provider

Financial Wellness Group


 

Best Legal Services

Mortimer Clarke Solicitors (part of the Cabot Credit Management Group)


 

Best Use of Technology - Business Continuity

Sponsored by Lantern

Webio


 

Best Vulnerable Customer Support - Covid-19

Sponsored by Lantern

MotoNovo Finance Collections Team


 

Debt Advice Provider of the Year

Sponsored by Lantern

Mental Health & Money Advice


 

Debt Purchaser of the Year

Sponsored by Ardent Credit Services

Lowell


 

Excellence in Training

Sponsored by Ardent Credit Services

Money Advice Trust


 

Transformation Programme of the Year

Sponsored by Ardent Credit Services

NewDay


 

Utilities & Telecoms Awards

Best Outsourcing and Partnership Initiative of the Year

ExlService Holdings


Best Use of Technology - Business Continuity

Sponsored by Just

British Gas with Revive Management


Best Vulnerable Customer Support Initiative - Covid-19

Sponsored by Lantern

United Utilities Water


Best Vulnerable Customer Support Team

Sponsored by Just

Power NI


Energy Team of the Year – Collections

Sponsored by Just

Opus Energy


Transformation Programme of the Year

TDX Group - CX Team


Water Team of the Year – Collections

Sponsored by Just

Yorkshire Water- Collections


Joint categories header

Best Conduct & Culture

Sponsored by Experian

Yorkshire Water


 

Best Contact Centre Team

Sponsored by Experian

Northumbrian Water Group - Contact and Planning Team


 

Vulnerability Champion

Sponsored by Experian

Angie Markham-Nock, Yorkshire Water


 

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Sponsorship opportunities


 

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As the vaccine roll-out offers the perspective to run in-person events again, the Vulnerability & Awareness Gala Offers is the perfect opportunity to leverage face to face interactions to profile your company to an audience of senior decision-makers, influencers and rising stars.

 

With a wide range of bespoke packages, which include award presentations, welcome speeches, networking opportunities, etc., you should get in touch with our team to discuss how to best position your brand during this prestigious event.

 

Sponsorship enquiry

 

2021 Sponsors


 

U&T Awards headline sponsor

Sustainability partner:

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Earlier on 6 October, in the same venue as for the Vulnerability Awareness Gala, the 2021 edition of the Collections & Vulnerability Summit will oce again bring together the leaders influencing how vulnerable customers are assisted, as they share experiences and best practice for customers affected by Covid-19.

 

With a collective heritage of more than 30 years, the summit will host the Collections, Debt Sale & Purchase Conference as well as the Utilities & Telecoms Conference sponsored by Just. This unique will explore responses to the vast, volatile shifts in vulnerability seen this year.

 

Collections leaders will analyse the scale of the pandemic’s impact on customers, new volumes of customers now identified as vulnerable, forbearance amid the end of payment holidays, industry collaboration and several topics around technology.

The Collections & Vulnerability Summit will also feature debates on the critical role of automation, how the pandemic may act as a catalyst for digital transformation across collections and how the deployment of data and analytics to assess affordability has evolved since the lockdown.

Stay tuned to hear about the official launch of the Collections & Vulnerability Summit.

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Tickets


 

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As we celebrate the return to normalcy with the roll-out of the Covid-19 vaccine, we want to reiterate our commitment to follow government guidelines to deliver a safe, enjoyable evening.

We hope you will join us for a celebratory evening of industry achievements by selecting one of the below options.

Please remember that the earlier you book, the more you save, as there will be prices increments up until 6 October.

 

 


Ticket options

 

Three-course meal, incl. coffee and petit fours
Half a bottle of wine per person
Unlimited water
Top location
2 bottles of champagne and 10 beer bottles in a bucket
Super early bird price

 

Final Price

 


Platinum Table

(For 10 people)

Gold Table

(For 10 people)

Silver Table

(For 10 people)

Bronze table

(For 10 people)

√ (closest to the stage)

£4,950

(Save £1,000)

£4,500

(Save £950)

£4,050

(Save £850)

£3,450

£5,950 £5,450 £4,900

BOOK NOW

 

BOOK NOW

 

BOOK NOW

 

BOOK NOW

 


Until the government guidelines are clearer around bigger events taking place, we are offering our customers a non-refundable table deposit option which will allow you to secure your table in your desired location but will also transfer into a company license if the event is unable to be run physically. For more information, please contact enquiries@shardfinancialmedia.com

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Why attend?


Support
Celebrate and be seen to support the industry's achievements
Entertain
Invite your prospective and exciting clients and reward staff performance
Network
Connect with c-suite, function heads and award winning companies



Join the Collections & Vulnerability community

Receive the latest news, interviews, reports, event updates, exclusive offers and promotions direct to your inbox
Awareness
Establish your presence in the market, or consolidate your position as a leading provider in the industry

New business
Capture the attention of influential buyers and build new prospects


Exposure
Gain high impact market exposure by being part of the extensive multi-platform marketing campaign

 

Why sponsor?


Awareness
Establish your presence in the market, or consolidate your position as a leading provider in the industry
New business
Capture the attention of influential buyers and build new prospects
Exposure
Gain high impact market exposure by being part of the extensive multi-platform marketing campaign

 



Brought to you by CS LIVE

After a tumultuous year, Credit Strategy is proud to add in-person gatherings to its portfolio of interactive events.

CS LIVE, which encompasses our vast array of in-person conferences and awards, will now complement the high-end, TV-quality broadcasts hosted under our CS TV brand.

Fully adhering to government guidelines, we are looking forward to welcoming people back for our conferences and awards ceremonies. You can count on the execution of stringent measures for us to deliver informative events and quality interactions in a safe and supportive way.

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