National recognition for our commitment to service excellence and development
We’re delighted to announce that our Customer Services team has won two accolades at this year’s UK National Contact Centre Awards, recognising our continued transformation of customer service delivery in the public sector.
Our teams were recognised for their leadership, innovation, and measurable results in enhancing the contact centre experience for customers and colleagues alike. On 16th June, we were honoured with:
- Gold for Rachel Hulme – Contact Centre Support Manager of the Year
- Bronze for Learning and Development Team of the Year
These national awards, hosted by the Contact Centre Management Association (CCMA), are a mark of excellence across the UK contact centre industry. Our wins reflect the talent and dedication behind our services and the daily impact we deliver for our customers.
A gold award for leadership in quality
The Contact Centre Support Manager of the Year award was presented to Rachel Hulme, Operational Support Manager, for her outstanding leadership in building a robust training and quality cycle. This is to ensure that all our customer-facing teams have the right tools to deliver the right outcomes for our customers.
Our quality and training programmes focus on our three Cs:
- Clients: Delivering desired outcomes on their behalf
- Customers: Providing a great experience measured via our industry standard framework
- Colleagues: Ensuring they have the right skills, knowledge and support to deliver the right outcome first time, every time.
Rachel led the development of a new Quality Framework, designed to embed consistency, empathy, and operational rigour into every customer interaction. Focused on measurable standards, especially First Contact Resolution (FCR), the framework empowers colleagues to improve performance with clarity and confidence.
In the last 18 months, Rachel’s team delivered:
- 95.5% First Contact Resolution
- 80% reduction in quality failures
- 89% Customer Satisfaction Score (CSAT)
- 94% of colleagues have confidence in handling complex interactions
This is the second year running that someone at Liberata has claimed gold in this category, following Paul Orrell’s win in 2024, demonstrating the strength and continuity of leadership within our operational support teams.
Reflecting on her award, Rachel said:
“This award reflects the collaboration and commitment of the whole team. Together we’ve built a culture where quality, empathy and service excellence go hand in hand, with our customers always at the centre. I’m incredibly proud of what we’ve achieved.”
A bronze for transformative learning and development
Our Learning and Development Team took home the bronze award for their vital role in transforming how we prepare, support, and develop colleagues, especially those delivering services to vulnerable customers.
Over the past year, the team has:
- Introduced a new Knowledge Management System to support hybrid delivery
- Developed tailored training for vulnerable customer support, including safeguarding and conflict resolution modules
- Launched the LEAP programme for leadership development
- Increased colleague upskilling from 14% to 62%
These improvements have directly impacted service outcomes, including our best-ever CSAT and FCR scores. More importantly, the team’s approach, grounded in emotional intelligence, empathy, and agility, has reshaped our colleague experience and set new benchmarks for training delivery.
Jayne Lawrenson, our Director of Customer Services and Operational Support, praising her team’s fantastic, continued success, said:
“Our awards reflect a wider customer services transformation within Liberata. Rachel’s leadership has created a new standard for quality and consistency, while our L&D team has fundamentally changed how we build skills, confidence, and performance across our service. These wins are richly deserved.”
Why it matters for our clients
At Liberata, our contact centre teams support some of the most essential services councils deliver, from benefits and council tax to blue badge applications and registrars. Many of the people we help are vulnerable, in crisis, or need support quickly.
This is why we focus on creating efficient operations and compassionate, well-trained teams who strive to resolve customer requests and problems on first contact. Our approach helps reduce customer volume, enhance customers’ experience, and build trust in public services.
We’re delighted that our work has been recognised at the UK National Contact Centre Awards, but we’re even more proud of what this means for our customers and their communities.
Transforming contact centre performance and service experiences
Our Customer Services teams deliver more than just contact centre support, we help organisations enhance performance, raise satisfaction levels, and support citizens with compassion, empathy and efficiency.
With an omnichannel approach that includes voice, web, chatbot and AI-assisted interactions, we enable seamless service delivery across every channel. Whether managing sensitive benefits queries or resolving council tax issues at first contact, we build resilient, skilled teams that deliver meaningful results. Find out how we helped the London Borough of Bromley Council use technology and innovation to meet the growing customer demand, improve call resolution rates and achieve better customer experience.
