PayPlan wins hat-trick of Collections & Customer Service awards!

Written by Hannah S on 29 November 2021

We had a great time at the Credit Strategy Collections & Customer Service Awards (24 November) after winning three awards – the icing on the cake being when we were named Debt Advice Provider of the Year!

Debt Advice Provider of the Year Award

We beat off stiff competition in this category from StepChange and Financial Wellness Group, so to come out on top is a fantastic achievement.

The judges commented: “PayPlan has responded to the needs of clients and creditors who were impacted by the pandemic, using multi-platform communications. PayPlan’s work with external experts to encourage engagement with emerging vulnerability issues, such as gambling and domestic abuse is commendable. PayPlan is setting a great example to the industry.”

Our CEO, Rachel Duffey, said: “This award is a testament to the skill and dedication of our wonderful advisers who work tirelessly to help our clients. All of you have to deal with challenging and upsetting circumstances on a regular basis, which you just take in your stride. I’m proud of each and every one of you and delighted our team has been recognised in this way.”

Vulnerability Champion Award

Emma Gibbons was also quite rightly rewarded for how she’s transformed the way PayPlan supports vulnerable clients by being named Vulnerability Champion!

The judges were very impressed with Emma: “Emma has shown true leadership and a unique personal investment in supporting vulnerable people. Her desire to help is in her DNA, as evidenced by the comments from colleagues. A worthy winner who exemplifies a Vulnerability Champion!”

Rachel said: “It’s rare to find someone who’s genuinely as passionate about their work as Emma – the way she talks about vulnerable clients shows this is more than a vocation, it’s a personal mission. Emma more than deserves to win this award and I am absolutely thrilled for her.”

Business Continuity Award

Our hat-trick was complete by winning the Business Continuity award. Rachel commented: “During the pandemic, there was no disruption to the service we offered to new and existing clients and I’m so proud of the way everyone rose to the challenge of continuing to provide care and reassurance to our clients – whilst experiencing difficult circumstances themselves.

The judges said: “PayPlan’s entry was the winner in a tight category. Anticipatory early planning for Covid scenarios enabled PayPlan to move rapidly to home working when required, without impact to their service to clients or availability of debt advice to customers at a financially uncertain time. Great consideration to care for colleagues through both the work changes and the uncertain times we found ourselves living in, as well as outreach and support for key workers in their local community. Impressive!”

Rachel continued: “I also want to give a special mention to our sister company and technology provider, Paylink Solutions. The whole team’s amazing efforts meant everyone across PayPlan, Paylink and the rest of the Totemic Group were set up and able to work from home in just five days.”

So, a great night was had by all at the ceremony in Manchester, which was a wonderful way to celebrate everyone’s efforts and successes during the past 12 months!

Find out more about PayPlan here.


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