The prestigious award marks the culmination of a seven year partnership. Over the past year Nationwide and Carillion have adopted an integrated delivery model based on a 'one team' approach setting an industry benchmark for delivering a shared vision: 'Putting the customer at the heart of everything we do'. The strategic goals of both organisations are aligned to deliver service excellence, realise value, be a trusted partner, create a great environment and be one team. Carillion supports Nationwide's business objectives including its digital society aims, CSR commitments, carbon reduction targets, people and performance initiatives.

Accepting the award on behalf of Nationwide, James Domm, Head of Service Delivery said: 'Nationwide have been partnering with Carillion for several years and the services provided to our branch network have gone from strength to strength. Not only does Carillion provide a great core service but we have a cultural alignment which means we are able to focus on the same things and drive consistent improvement together - this award is testament to the tireless work the whole team do, day-in-day out and 24/7, to enhance the customer experience.'

Accepting the award on behalf of Carillion Joe McGuffie, Account Director Carillion Services said: 'It is a privilege to accept this award on behalf of Carillion. This is recognition that our 'one team' approach works. Nationwide and Carillion have built a long-term, trusted partnership investing in our people and our capabilities to deliver a shared vision. This has resulted in an FM service that hits all the key deliverables of Nationwide's corporate and strategic goals and objectives and also reflects Carillion's mission: Making tomorrow a better place.'

Working with Carillion, Nationwide's achievements include:

Sustainability leadership

  • Nationwide is the first High Street financial institution to achieve Carbon Trust Triple Standard Accreditation through waste, carbon and water reduction.
  • Delivered zero waste to landfill in March 2015 across the Retail Estate.
  • Delivered a 6.3 per cent reduction in energy consumption.

Excellent customer service

  • The Nationwide team in Carillion's Customer Experience Centre managed nearly 37,000 queries 24/7 in 2014.
  • Raised overall customer satisfaction by 6.1 per cent to 82.8 per cent from 2014.

Building a digital society:

  • Supported the roll out of the Strategic Wi-Fi platform across the Retail estate including Nationwide ATMs, IT services.

The Carillion Customer Service Centre (CEC) was Highly Commended in the Impact on Customer Experience category for business transformation over 18 months with the migration of Helpdesks from 20 UK locations to create one single centre of excellence, the Sheffield based CEC: 'The heartbeat of Carillion.'

Jamie McDonald, Customer Experience Director Carillion said: 'I am delighted that the work of the CEC team in Sheffield has been Highly Commended. The team serve our clients 24/7, 365 days a year keeping 100,000 sites safe, well maintained, and ready for use. Underpinning the CEC's performance is our customer service ethos: Empathy, ownership and action: it sums up what we do, and is the foundation of the trusted partnerships we're building.'

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