When Consumer Finance’s first Contact Centre Academy launched in April 2019, few could have imagined the journey ahead. Fast forward to September 2025, and the team has just welcomed its 50th cohort – a milestone that reflects not only the Academy’s growth but the colleagues who have built their careers in the contact centre and continue to flourish today.
A Journey of Learning and Adaptation
The Academy started with face-to-face training delivered by passionate trainers. Then, in just two weeks, the team reimagined the programme during the pandemic, launching a fully virtual Academy. Today, training is delivered in a blended format, combining in-person learning with digital resources.
Over 12 weeks – longer than the industry standard – colleagues gain the knowledge, confidence, and support they need before taking their first customer call.
“The training Academy has delivered so much more than anyone ever anticipated. People coming from other contact centres were amazed at the depth of our programme.”
— David Griffiths, CX Operations Manager
Recruitment Reinvented
The Academy isn’t just about training – it’s reshaped recruitment. Since partnering with the Talent Acquisition team in 2024, seven Assessment Centres have been delivered, replacing traditional interviews with interactive, half-day experiences.
“The assessment centre has been a massive success. It’s interactive, inclusive, and helps us find talent with all different skills and attributes.”
— Lisa Hullah, Contact Centre Manager
The numbers speak for themselves:
- 3,362 applications received between April 2024 and April 2025
- 90% vacancy fill rate
- 86% offer acceptance rate
- 114 candidates passed the assessment
- 806 video interviews completed
- Retention has improved dramatically. Comparing November 2022–November 2023 with January 2024–present, early attrition has halved, live absence has fallen, and Quality Assurance fails have nudged down from 8% to 7.4%.
Creating Pathways, Not Stopgaps
Not everyone moves on immediately – many colleagues find their long-term home in the contact centre itself.
“It didn’t take long for me to realise how much I enjoyed the fast-paced contact centre environment.
"You learn quickly the importance of communicating clearly and empathetically – skills that have served me in every role I’ve taken on.”
— David Griffiths, CX Operations Manager
Colleagues’ stories highlight the Academy’s impact:
Temitayo Lasaki joined in 2022 and moved into Customer Care, saying:
“Without my time in the contact centre, I wouldn’t have had the confidence to apply for this role. Progression isn’t just possible – it’s encouraged.”
Peter Okpeh, who joined in 2023, is now a Product & AI Analyst in Personal Lending. He describes the experience as “genuinely transformative.”
“The Academy created a safe space to learn and make mistakes, with coaching and feedback. It wasn’t just about systems – it gave me the mindset to thrive.” — Peter Okpeh
More Than a Role
For many, the contact centre is a launchpad for opportunity – a place to build skills and confidence and to discover pathways across Novuna.
“It’s a brilliant place to work – the people are amazing, no two days are the same, and every day you pick up skills that set you up for future roles. Don’t underestimate the power of a contact centre role – it can open doors and build your confidence.”
— Lisa Hullah, Contact Centre Manager
Looking Ahead
From Cohort 1 to Cohort 50, the Academy has evolved into an award-winning programme. The Contact Centre Standards Framework recognised Consumer Finance’s contact centre as ‘Industry Leading’, one of only two in the UK to achieve this distinction.
In the past 18 months alone, 35 colleagues have been promoted or moved into new roles, from Team Managers to leaders in Business Development, Risk, and IT.
Winning Learning Team of the Year at the Forum Awards was an incredible honour and one of my proudest moments.
The Academy continues to be more than training – it’s a place where careers start, skills flourish, and colleagues thrive.
Want to kick start your career in customer service? Check out our latest roles or sign up for our talent network today
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