The shortlist has been announced for the 27th annual Cnect Wales Awards.
Supported by headline sponsor Jomo People, the awards celebrate the Welsh customer contact sector – an industry that contributes £650 million annually to the Welsh economy and employs 32,000 people across 200 businesses. A sold-out awards ceremony is set to be held on September 26 at Cardiff City Stadium.
Organisers said the Welsh CX sector was “vast and varied”, spanning financial services, travel, retail, public sector, and more, and this year’s entries highlight the creativity, adaptability, and innovation driving it forward.
From embracing AI and evolving workplace technology, to reshaping the employee experience and meeting rising customer expectations, the finalists in Best Talent Programme reflect a sector that is both diverse in its people and dynamic in its approach, they added.
Sandra Busby, Managing Director of Cnect Wales, said:
“The breadth of entries we’ve seen this year shows the industry’s ability to adapt, innovate, and lead. Whether it’s through cutting-edge technology, outstanding customer care, or creating inclusive, supportive workplaces, the sector continues to set the bar high.
“We’re not only recognising the superb work of individuals, teams and whole organisations but also their commitment to things like diversity, sustainability and ensuring that the industry is one where anyone can thrive.”
Among the major categories this year is Best Talent Programme which celebrates organisations that have successfully addressed business needs with the development of an innovative talent strategy. Finalists in this category are: The Consumer Helpline, Capital on Tap and Deloitte, who have each demonstrated how forward-thinking talent initiatives can deliver business impact while creating opportunities for people succeed, said the organisers.
The Consumer Helpline’s Learning and Development Officer, Hannah Davies said she was proud of her organisation’s commitment to developing talent.
“Being shortlisted for this award is a proud moment for the TCH Academy. It’s a testament to our commitment to nurturing talent, empowering growth and building a culture where people can truly thrive. As a department, this recognition affirms the impact to our work, not just in developing skills but in shaping futures.”
Sophie Browning, Lead People Partner, Capital on Tap, commented:
“We’re thrilled that Capital on Tap has been shortlisted for the Best Talent Programme at this year’s CNECT Wales Awards. This recognition celebrates our commitment to professional development and the lasting importance of in person training, even as the world of AI continues to grow. We wish all the other finalists the very best of luck on the night.”
This year sees the introduction of a brand-new category, Best Working Environment which recognises company efforts to enhance working conditions for both their people, the environment and sustainability, following the repurposing of many buildings to adapt to hybrid working and maximising collaborative space when colleagues are in the office.
Contact Centre recruitment specialists Jomo People are headline sponsors of the Cnect Wales Awards for the fifth consecutive year.
Katie Lee, Co-Founder and Talent Partner at Jomo People, said:
“We’re super proud to be back as headline sponsors of the Wales Cnect Awards for another year.
“It’s such a fantastic way to celebrate the amazing people working across contact centres in Wales – people from all sorts of backgrounds who bring so much energy, skill, and heart to what they do.
“Every year, the diversity of the entries reminds us just how vibrant and varied this industry is. These awards aren’t just about recognising individual achievements; they’re a chance to showcase the whole sector and the vital role it plays in communities across Wales.
“Being part of this event means we get to support and champion the people behind the scenes who make such a difference and that’s something we’re proud to do year after year.”
Alongside headline sponsors Jomo People, category sponsors include Deloitte, Elephants Don’t Forget, Hapus People, Systems X, Capital on Tap and Gower College Swansea.
The full list of finalists is as follows:
Apprentice of the Year
- Lisa Evans – Legal & General Insurance
- Harry Stokes – Legal & General Operational Planning
- Sophie Ennis – Legal & General Retail Annuities
- Connor Power – Deloitte
- Luke Gilbert – Deloitte
Newcomer of the Year
- Tendai Munthali – The Consumer Helpline
- Olena Yarko – Deloitte
- Rhys Davies – Legal & General Retail Protection
- Jess Hardaker – Blackhorse Finance
- Chris Lovitt – Capital on Tap
- Jack Rosser – Nextbase
- Ava Murphy – Legal & General Direct Sales
Emerging Superstar
- Jamie Shelley – Legal & General Direct Sales
- Ian Morris – Which?
- Kayode Aweojo – Firstsource Solutions
- Isobella Coopey – Deloitte
- Shazney Godfrey – Capital on Tap
- April Glorioso – 118 118 Money
- Jana Raffaelli – BlackHorse Finance
- Sadie Morris – DVLA
- Wendy Saunders – Which?
Support Person of the Year
- David Hamblin – Aldermore
- Aimee Green – Aldermore
- Jeremy Thomas – 118 118 Money
- Daniel Wilks-Payne – The Consumer Helpline
- Zaya Mears – Which?
- Ben Cole – Deloitte
- Michael Butler – Lloyds Banking Group Transport
- Jo Stickler – Target Group
Advisor of the Year (Inhouse)
- David Tazzini – Lloyds Banking Group
- Warren Tugby – Sky
- Vanessa Nyakunu – Deloitte
- Harrison Crawford – Aldermore
- Adele Brown – Blackhorse Finance
- Haf Jones – Virgin Atlantic
- Seema Vadoliya – Which?
- Ryan O’Connor – Nextbase
- Jade McGrath – Transport for Wales
Advisor of the Year (Outsource)
- Kieran Gambin – CGI
- Abigail Hughes – Target Group
- Danyal Hashan – The Consumer Helpline
Team Leader of the Year (Inhouse)
- Sajeda Musa – Aldermore
- Bertie Kamara – Deloitte
- Caitlin Scrase – Sky
- Bethan May – Virgin Atlantic
- Lisa Dawson – Legal & General Retail Annuities
- Charleigh Sinclair-Berrow – Legal & General Retail Annuities
- Claire Harris – Pepper Money
- Ryan Edwards – 118 118 Money
- Matthew Protheroe – DVLA
Team leader of the Year (Outsource)
- Norbert Paplinski – The Consumer Helpline
- Daniel Cooper – Firstsource Solutions
- Rod Davies – Target Group
- Joe Davies – CGI
- Morgan Pace – CGI
Trainer of the Year
- Nicole Wainwright – Lenvi
- Heidi Morley – Deloitte
- Rhianna Lay – Aldermore
- Nolyn Burkholder – The Consumer Helpline
- Rebecca Davies – Capital on Tap
- Patrick Kinsella – Starling Bank
- Ffion Davies – Legal & General Workplace Savings
Support Manager of the Year
- Peta Daly – BUUK
- Kayleigh Tomsa – Lenvi
- Sam Knapton – Deloitte
- Kate Marlow – Aldermore
- Beth Baynham – Capital on Tap
- Nadine Morgan – Legal & General Drawdown Payments
- Edward Evans – CGI
Customer Contact Leader of the Year
- Amy Dicomidis – Capital on Tap
- Natasha Boyle – Legal & General Retail Annuities
Senior Leader of the Year
- Russell Atkins – Starling Bank
- Trish Norman – Lenvi
- Kim Dickson – Blackhorse Finance
- Kay Halsey – Deloitte
- David Lewis – 118 118 Money
- Nicholas Miles – CGI
Company Categories 2025
Specialist Team 1: Customer
- Lloyds Banking Group – Domestic & Financial Abuse Circumstances Team
- Firstsource Solutions – Smart Meter Operations
- Legal & General Direct Sales – Pipeline Team
- Virgin Atlantic
- Pepper Money
- DVLA – Multi Channel Team
- SSCL
Specialist Team 2: Colleague / People
- Deloitte – Wellness & Advisory Team
- Starling Bank – Onboarding and Review Experts (ORE) Team
- Which?
Customer Team of the Year
- CGI
- Legal & General Direct Sales – Partnerships Team
- Lloyds Banking Group – Crown Dependencies
- Starling Bank
- Which? – Wills Team
- Aldermore – Collections Team
- Legal & General – Retentions Team
- Transport for Wales – Contact Centre Team
Customer Success
- Blackhorse Finance – Transforming the Customer Complaints Journey
- CGI
- SSCL
- Which?
- Lloyds Banking Group General Insurance – Home Insurance Claims Team
- ANNA Money
- Adra
Best Working Environment
- Finalists to be confirmed on the night.
People & Culture
- Aldermore
- EE
- Tandem Bank
- Admiral Money
- SSCL
Best Talent Programme
- The Consumer Helpline – Talent Academy
- Capital on Tap
- Deloitte – Academy
Best Advice Line / Helpline
- SSCL
- Transport for Wales – Concessionary Line
Diversity, Equality & Inclusion
- SSCL
- BBC Cymru Wales
Best Technology/Digital Initiative
- OGI
- Lenvi
- CGI
- Target Group
- BT/EE
Best Client Partnership
- The Consumer Help & Staysure
- The Consumer Helpline & Ospreys
- CGI
- Target Group
Business of the Year
- Adra
- CGI
- Deloitte
- Sky
- SSCL
- Starling Bank
- The Consumer Helpline
