Liberata’s Pendle Contact Centre is highly commended at North West Contact Centre Awards

Liberata’s Pendle Contact Centre was a finalist in two categories at the recent North West Contact Centre Awards; Liberata’s Vicky McGurk (pictured third from left) won Contact Centre Manager of the Year and the Liberata team and service was highly commended in the Contact Centre of the Year category for the third time in four years. The North West Contact Centre Awards recognise and celebrate the excellence of individuals and organisations within 700+ call and contact centres in the region.

Ms McGurk, as recipient of the Contact Centre Manager of the Year award, was delighted to be recognised ahead of stiff competition from entrants across the North West within the customer service sector. She joined Liberata in April 2014, managing a team of 36 staff across four sites on behalf of Pendle Borough Council. The award is testament to the great work she has done in developing the team and delivering a high level of customer service to the citizens of Pendle.

The Pendle Contact Centre, provides the primary customer interface for each service provided by the Council. It is responsible for managing the customer relationships with over 80,000 citizens in Pendle and is pivotal to keeping them informed about key public services.

John O’Neill, Head of Service Development at Liberata, commented “We have a long-standing and successful relationship delivering services to Pendle Borough Council. It is fantastic that Vicky and our Pendle Contact Centre team have been recognised for the valuable role they play in supporting the council and providing a great service to local citizens.”

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As a Council we are focused on ensuring that the services delivered are both sustainable and of the highest quality. We are delighted to be working with Liberata to help deliver these services on behalf of our residents and businesses. Liberata stood out with its ability to drive transformational change and improve customer access and digital services.
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Following a formal process and tender notice, Liberata stood out with its ability to transform our services and improve customer access and digital services. Liberata has demonstrated it can achieve high collection rates across business rates and Council Tax services and benefits by improving processing times. We look forward to working with Liberata to help transform these services for our residents and ensuring we are providing the appropriate levels of support to the most vulnerable in our area.
A spokesperson for Swindon Borough Council
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The RV Finder service from Liberata has really helped us ensure that our data is as accurate as possible and, when the VOA has processed the outstanding cases, I fully expect to see more than £1,000,000 of additional RV. The “risk and reward” model works well and the Council only has to pay for their success and the service is something that we will use on a regular basis.
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