Individuals only

This award recognises an individual who consistently delivers outstanding customer care to residents and demonstrates that improving customer experience is a top priority in how they work.

Evidence of consistently excellent customer care

The panel will look for:

What they did, include:

• show professionalism, empathy, patience, and respect
• examples that show this is routine behaviour, not a one-off
• high-quality interactions with residents/customers
• detail situations where the nominee went beyond standard expectations
• how they tailored support to individual circumstances
• proactive help rather than simply responding to requests
• how the nominee handled difficult situations positively

How they did it, include:

• ideas, changes, or initiatives the nominee introduced to improve customer experience
• removing barriers, simplifying processes, or making services easier to access
• focus on individual needs, not a ‘one size fits all’ approach
• learning, training, or self-development that improved how they support customers
• applying new skills or knowledge in practice
• sharing learning with others where relevant
• promoting customer focus within their team or service area
• working with other teams or organisations to support customers
• effective signposting, coordination, or advocacy
• making best use of available resources to benefit residents

The impact, include:

• positive feedback, outcomes, or examples that show customers felt supported
• the clear difference made as a result
• the benefits of their excellent customer care

Why this stands out, include:

• why this stands out from normal role expectations
• sustained commitment to excellent customer care
• a clear prioritisation of customer experience in all aspects of their work

Individuals only

This award recognises a council officer who is consistently brilliant all year round. They are someone who delivers excellent work, supports others, and acts as a strong ambassador for the council. nominations may come from internal colleagues or external customers/residents. This award is about overall excellence, not a single achievement.

The panel will be looking for evidence that the individual consistently demonstrates high standards, positive behaviours, and a meaningful impact on people and place.

There will be a winner per directorate for this award.

Evidence of consistently excellent performance and exceptional contribution (“brilliant all year round”)

The panel will look for:

What they did, include:

• sustained high-quality performance over time, not isolated examples
• reliability, professionalism, and consistency
• excellence as a normal way of working
• inspire or motivate others
• setting a strong example for colleagues

How they did it, include:

• a consistently positive approach, even in challenging situations
• problem-solving attitude
• willingness to help and take initiative
• describe the type of support or service they regularly provide
• supporting others to succeed

The impact, include:

• contribution to team morale, culture, or working environment
• supporting colleagues and improving ways of working
• being approachable and helpful
• positive outcomes for residents, customers, or the wider community
• how people benefit from their approach
• evidence of real-world impact beyond internal processes
• improvements that matter to people’s daily lives
• professionalism and representation of council values externally
• positive relationships/experiences with residents, partners and customers (internal and external)
• enhancing the council’s reputation
• consistently high-quality service to both internal and external customers
• going the extra mile to meet needs
• handling issues with care and professionalism
• others looking to them as an example

Why this stands out, include:

• why this individual stands out across the year
• consistency, attitude, and impact combined
• contribution beyond normal expectations of their role
• creating a positive impression of the council through their behaviour
• they are known across the team/service/organisation for their positive approach
• people specifically ask for their help or support
• they represent the council’s values in their everyday work

Teams only

This award recognises a team that demonstrates exceptional teamwork, resulting in excellent service delivery and/or customer service. the panel will be looking for clear evidence that the team works effectively together, puts customers at the centre of their work, and continuously improves how services are delivered.

Evidence of exceptional teamwork and collaboration

The panel will look for:

What they did, include:

• how the team works together as a single, coordinated unit
• clear roles, shared understanding, and mutual support
• effective communication within the team
• team prioritises customer needs in their planning and delivery
• service design or delivery shaped by customer requirements

How they did it, include:

• team strategies and plans that are aligned to outcomes
• creative approaches to problem-solving
• a shared understanding of priorities
• joint working towards common objectives
• team keeps each other informed and updated
• clear expectations of individual and team responsibilities
• effective internal communication
• how feedback (customers, colleagues, stakeholders) is gathered
• how feedback is acted on to improve services or processes

The impact, include:

• a culture of continuous improvement
• new or improved ways for residents to access services
• the team coordinates and supports each other
• removal of barriers for customers
• faster or more reliable services for residents
• clear communication within the team
• a consistent customer experience
• positive feedback from residents or colleagues

Why this stands out, include:

• ongoing review and improvement of ways of working
• open, accessible, and inclusive approaches
• adaptation based on need or feedback
• whether the team has achieved or exceeded its aims
• measurable outcomes or service improvements
• positive feedback from customers or stakeholders
• the team collaborates and shares responsibility
• they encourage feedback and use it to improve
• customers needs are at the centre of decisions