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2022 Australian Service Excellence Awards Gala
The 2022 Australian Service Excellence Awards Gala
The 2022 Australian Service Excellence Award winners were announced on Thursday 27 October at The Fullerton Hotel in Sydney at a glamourous black-tie dinner and celebration hosted by perennial awards favourite, Michael Pope.
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CSIA’s Executive Director, Jeremy Larkins congratulated all finalists for choosing to recognise their hard work in creating and delivering exceptional customer experiences and thanked the over 450 attendees for joining CSIA to celebrate service excellence from across Australia.
The Hon Victor Dominello MP attended as CSIA’s guest of honour and he presented the 2022 Best of the Best award to The Hospitals Contribution Fund (HCF). In winning this award HCF have become the first organisation to be named Best of the Best on two occasions –their previous being in 2013.
Adam Centorrino also made history by becoming the first person to win the Customer Service Executive of the Year on two occasions, repeating his victory from 2021.
CSIA’s awards partners contributed to a fun night with ServiceNow supplying a very popular photobooth, UiPath had everyone cheering at their reaction board, Citrus Group gave away door prizes and Centrical awarded Melanie Thompson from Service NSW and winner of the Customer Service Professional of the Year with a brand-new apple watch.
CSIA invited awards presenters from ASEA judges, Awards Partners and ASEA alumni including Andrew Carton (Best of the Best –American Express in 2015); Marina Murray (Customer Service Advocate of the Year in 2011) and Aoife Roche (Customer Service Manager of the Year in 2018). 2022 saw another record number of entrants in the awards program and featured three firsttime finalists: Cargo Crew, Brighte and Fathom who won their respective categories.
“It’s an absolutely wonderful recognition of a lot of hard work, not just for me but for all of the people that have supported me along the way as well.” said Helen Crossan from BT Financial Group and winner of Customer Service Manager of the Year.
This year the Awards were a double celebration of both service excellence and CSIA’s 25th anniversary with Sydney band The Unusual Suspects leading the party late into the night.
2022 Australian Service Excellence Awards Winners
Organisations
Best of the Best
Winner: The Hospitals Contribution Fund of Australia Limited (HCF)
Customer Service Organisation of the Year (Large)
Winner: The Hospitals Contribution Fund of Australia Limited (HCF)
Service Champion: Aussie Broadband
Customer Service Organisation of the Year (Medium)
Winner: Centorrino Technologies
Service Champion: Jaybro Group
Customer Service Organisation of the Year (Small)
Winner: Fathom
Service Champion: Sleeping Duck
Customer Service Organisation of the Year (Government / Not-For-Profit))
Winner: Service NSW
Service Champion: National Heavy Vehicle Regulator
Service Excellence in a Large Contact Centre
Winner: Woolworths - Woolworths Customer Hub
Service Champion: BT Financial Group - Customer Relations
Service Excellence in a Medium Contact Centre
Winner: Centorrino Technologies - CT Service Desk
Service Champion: Australian Red Cross Lifeblood National Contact Centre
Service Excellence in a Small Contact Centre
Winner: Cargo Crew - Client Service Team
Service Champion: Sleeping Duck - SDHQ
Customer Experience Team Customer Service Team of the Year (Large)
Winner: Yarra Valley Water - Customer Care, Retail Services
Service Champion: Keolis Downer Adelaide - Customer Experience Team
Customer Service Team of the Year (Medium)
Winner: Smartgroup Corporation - Vehicle Sales Team
Service Champion: Blue Connections IT - Enterprise Service Desk (ESD)
Customer Service Team of the Year (Small)
Winner: Suncorp - SA CTP, Early Intervention Team
Service Champion: Centorrino Technologies - Customer Experience (CX) Team
Customer Service Project of the Year (Service Transformation)
Winner: NSW Government Department of Customer Service - Digital Channels OneCX Program
Service Champion: Downer Defence - Portable Laundry Solutions
Customer Service Project of the Year (Service Innovation)
Winner: Brighte - Kate 'AI' Agent
Service Champion: Sydney Water - Digital Customer Platform (DCP)
Customer Service Project of the Year (Continuous Improvement)
Winner: Wilson Security - CAMPUS Customer Service Excellence Program
Service Champion: City of Melbourne - Enhancing Customer Service Metrics That Matter
Customer Service Project of the Year (Customer Impact)
Winner: Transdev Sydney Ferries - Accessible Transport Action Plan
Service Champion: Aussie Broadband - Fault Detector project
Individuals
Customer Service Advocate of the Year
Winner: Emma Millar – Technology One
Service Hero: Leeanne Wrigley – Woolworths
Customer Service Professional of the Year
Winner: Melanie Thompson - Service NSW
Service Hero: Shahbaz Shaikh - HP PPS Pty Ltd Australia
Melanie Thompson, Service NSW
Customer Service Leader of the Year
Winner: Tate Burford - Suncorp
Service Hero: Sitoe Faumui - Service NSW
Winner: Helen Crossan - BT Financial Group
Customer Service Manager of the Year
Service Hero: Mark Valana - Smartgroup Corporation
Customer Service Executive of the Year
Winner: Adam Centorrino - Centorrino Technologies
Service Hero: Allicia Tsolis - Suncorp
