Novuna Consumer Finance Leads the UK Finance Sector in Customer Service

Novuna Consumer Finance, a leader in the UK’s retail point of sale and personal lending sector, has been awarded the prestigious ‘Industry Leading’ status by the Contact Centre Management Association (CCMA). This is an industry-first for any finance company and positions Novuna as one of only two UK companies across any sector to achieve this rating.

The CCMA’s rigorous evaluation process took place at Novuna’s Leeds site, the home of its consumer finance business, where 205 staff in its contact centre serve over 1.3 million customers and support over 3,500 retailers. The assessment highlighted Novuna’s excellence across critical operational pillars, including Strategy, Customer Engagement, Employee Experience, Operational Efficiency, and Corporate Culture – culminating in an outstanding five- star rating and evidence of exemplary customer service, a first for a UK financial services company.

“We are honoured to achieve this remarkable recognition, which reflects the hard work and expertise of our teams across the business who work tirelessly to deliver a top-notch customer experience,” said Vincent Reboul, Managing Director at Novuna Consumer Finance.

In 2024, Novuna enhanced its customer experience initiatives through continued technological investments, reinforcing its first point of contact resolution approach and rolling out advanced customer service software to maintain its high standards of support for both retailers and individual customers.

Reboul adds, “Our focus on delivering consistent, exceptional service across every touchpoint has been integral to our growth and will remain central to our future ambitions. This five-star accreditation is not only a milestone for us but also reaffirms our role as a leader in financial services.”

Leigh Hopwood, CEO at CCMA, said, “Being independently assessed against the Contact Centre Standards Framework is testament to Novuna’s ambitions to be the best that they can be. Achieving a five-star rating and being recognised as an industry leading Accredited Contact Centre is an incredible achievement.”