Newly appointed Managing Director wins Head of Contact Centre/Director of the Year at UK Contact Centre Forum Awards

Greg Aiello, our newly appointed Managing Director at PPL PRS, has been recognised by the UK Contact Centre Forum (UKCCF) winning the Gold Award for Head of Contact Centre/Director of the Year at the UKCCF Annual Awards on Friday 8^th November 2024 in Solihull.

Greg, who has been in the role since August 2024, started with the business as Commercial Director in 2019, and helped to lead the business through the COVID-19 pandemic to a record- breaking year in 2023.

Greg continuously looks for ways to not only improve service and support for new and existing customers, but to deliver an enhanced employee experience, and more royalty revenue for the members of PPL and PRS for Music.

Within the business, Greg has also worked hard to build a strong engagement and wellbeing programme for its people, including mentoring the Black Allies affinity group. He is always keen to hear how working at PPL PRS can be improved.

Greg has also joined the board of the newly formed Leicester Music Board, which aims to raise the profile of the city’s music scene by championing its diverse and vibrant music industry on a national stage.

In our latest employee engagement survey, carried out in December 2023, 82% of the teams that had Greg as their Director scored above the company average for overall engagement, which is testament to the leadership Greg displays.

The business also won the Gold Award for Team Leader of the Year awarded to Emma Moore, Collections team, and the Silver Award for Customer Experience Team of the Year awarded to the Commercial Leadership Team.

PPL PRS was also shortlisted in four other categories including:

• Complaints Management Team of the Year– Customer Experience Team
• Support Team of the Year – Marketing & PR Team
• Manager of the Year – Patricia Hetherington-Lee
• Industry Newcomer of the Year– Claudia Jeronimo

The UK Contact Centre Forum comprises six regional groups and provides a platform for call centre and customer service professionals to share the latest customer contact thinking and strategy ideas at a local and national level.

PPL PRS, which employs over 250 people, was selected as finalist by the judges of the awards, which recognise excellence from across businesses and celebrates achievements of individuals, teams and companies in the customer contact sector. This comes in the same year as the business was named as finalist in six categories at the National Contact Centre Awards, and took home the Change Maker of the Year Award and the Commercial Leadership Team received the Silver Award for Leadership Team of the Year.

On winning the Contact Centre Leader/Director of the Year Award, Greg Aiello, said: “I am delighted, and a little shocked, at not only being a finalist in this award category, but to actually win, is a real honour. Since stepping into the role of Managing Director three months ago, everyday has been a whirlwind of activity and planning for the future of the business. I am so immensely proud of everyone at PPL PRS, without the teams who make the business run day-to-day I would not have the passion and enthusiasm that I have, to lead this business to success.  I truly am grateful for the recognition that comes with this award, and I would also like congratulate my fellow winners and finalists from our teams, you make PPL PRS a great place to work and lead.”