Best Practice Visit: How NHS BSA supported their teams during intensive change

During this Best Practice Visit, the leadership team at NHS Business Services Authority will share with us how they managed during one of the busiest years they have ever had, and how they supported their colleagues during this time.

This is an organisation that has pushed boundaries and delivered excellence during one of the most challenging and unsettling times in living memory, resulting in winning multiple awards including Gold for Large Contact Centre of the Year at the European Contact Centre & Customer Services Awards in 2020.

NHSBSA will share how they have worked with agility and pace to support the onboarding of a number of value-adding UK Government covid-response services. They share how training, coaching and people development initiatives kept colleagues supported, energised, motivated and engaged.

During the session, they will:

  • Give us an overview of their organisation
  • Share how they were able to deliver new services and support the NHS
  • Talk us through how they’ve provided training and coaching to their colleagues during a time of rapid change and intensity
  • How they have kept colleagues energised, motivated and engaged
  • Give us a virtual tour of the contact centre

This will be an interactive session, giving you an opportunity to ask them questions too.

About the host

Holland & Barrett are one of the world’s leading health and wellness retailers, supplying its customers with a wide range of vitamins, minerals, health supplements, specialist foods and natural beauty products.
They are an omnichannel retailer and have invested £30m in recent years in technology and they deliver products to more than 30 countries.

They won Gold for the Customer Experience Manager of the year at the UK National Contact Centre Awards in 2020 and have a 500 seat Contact Centre in Coventry.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

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Where and when?

Date: Mon 19 Jul 2021

Time: 1:00 pm - 2:15 pm

Location: Online

Who is it for?

Members only – Heads of Operations, Contact Centre Leader, People Managers, Engagement specialist, L&D and Training teams

Why should you go?

Sharing best practice

How much is it?

Free for CCMA members

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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