Camelot, the operator of The National Lottery, has been recognised for its outstanding customer service over the last year with two awards at the CCA Excellence Awards 2021.
CCA, a leading industry body for customer services in the UK, holds the annual awards ceremony (virtually this year) to celebrate and recognise achievements in customer service excellence.
More than 150 shortlisted nominees were up for awards across more than 20 categories, with Camelot taking home both awards for which it was nominated – representing a fantastic achievement for the National Lottery operator, winning two awards from a possible two.
Camelot won the Gold award in the ‘Excellence in Skills, Learning and Development’ category, which looked at how companies train and empower their customer-facing teams to provide the best service possible.
This was followed up with the Silver award in the ‘Outstanding Home Working Programme’ category – a new award which recognises the effort required to move a customer service function from working in the office to working at home, while delivering the same standard of service and experience.
Paul Lambert, Camelot’s Head of Customer Operations, said: “I’m really proud of our Customer Operations team and everything we’ve managed to achieve over this past year. It hasn’t been easy – the pandemic gave us unique challenges, but we responded exceptionally well to maintain our high standards of operation for The National Lottery. We’re really pleased that our hard work has been recognised with two awards in the CCA Excellence Awards 2021.
“This is even more important given that our customer service teams play a vital role in assisting National Lottery players and retail partners day in, day out – helping The National Lottery to continue raising around £30 million each and every week for Good Causes.”
Anne Marie Forsyth, CCA Global’s Chief Executive, said: “Camelot is committed to going above and beyond to deliver the best service possible to their customers and CCA is delighted the business has been recognised in this way. We are coming to the end of one of the most challenging years ever; the team should be very proud of what they have achieved over the past 12 months. We know they will continue to raise the bar and champion customer service excellence in the months ahead."