Celebrating simply brilliant experiences

Each year, the CCA awards recognise exceptional employees who deliver outstanding achievements in customer service excellence.

Joanna, one of four recent nominees from Nationwide, tells us how it feels to be recognised, and how her determination to get things done made her stand out from the crowd.

Hi, I'm Jo Marsden a Team leader in the contact centre where I have held this position for 24 years of the 32 years I’ve been with Nationwide. As I speak to you, I'm 1 week away from my 32nd work anniversary which I say very proudly. I have been known to make the odd cake or two as well as homemade cheese straws. I seem to have coined a phrase over the years of "it’s just my job" and I stand by this, so my team and I always strive for excellence.

What CCA Award were you nominated for?

I was very kindly and humbly nominated for the CCA team leader of the year award and was very lucky to then be shortlisted. For me, to even be considered for this award is recognition enough, but to then get through to the shortlist was nothing short of one of the proudest moments in my career. Another proud moment for me was way back in 1997 when I was nominated for employee of the year - my attributes then were being "a fountain of knowledge" something that has never left me and I am always the curious one to this day.

How does it feel to be nominated for the award?

I like to say it straight, always have done, so our current customer first behaviours are right up my street. I was initially mortified as I'm not one to take praise "as it’s just my job", my peers and managers knew I would be but still took the time out of their busy work schedules to write some very complimentary things about me. As the event got closer, I won't lie, I maybe wanted to win a little bit, but I am the least competitive person out there, but wanted to be able to bring home (to Nationwide) an accolade that was worthy of being on display. 

What drives you to deliver excellence for our customers?

Quite simply put "our customers". For me, the contact centre and branches are the heart of Nationwide and where we have the most impact on our customers receiving the right outcome. On the service they deliver, and the vulnerabilities they spot and address, I empower my team to think outside the box. Is there a process that could be made slicker? what barriers are faced day to day? how can we support our customers fully at the times they need us the most? I am in a prime position as a team leader to listen to my team and customers’ feedback and report up the hierarchy to push for better, challenge the status quo and get the job done, I leave no stone unturned.

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