Customer Services

We have a virtual contact centre within the UK, acting as the first point of contact for millions of customers every year. We provide the people, technologies, and premises to deliver world-class customer services to your requirements. Our agents create a seamless customer experience between your customers and your organisation.

Our award-winning customer services teams are accredited to the highest standard possible in the Contact Centre Association’s (CCA) Global Standard. This achievement has been attained for 9 years.


  • Full customer lifecycle capability to support customer service initiatives
  • Monitored in line with risk appetite, compliant to FCA standards
  • Complaints identification, investigation, analysis, and resolution processes
  • Root cause analysis and reporting to inform customer experience improvements
  • Account-specific insight, supporting wider analysis, decision-making, performance evaluation
  • Bespoke customer surveys providing customer insight to inform continuous improvement 
  • Continual improvement through process re-engineering and digital transformation
  • Design and management of full omni channel capability including voice and chat bots 
  • Experience in managing diverse, multi-functioning portfolios and requirements


  • Flexible solution can be adapted to volume and capacity requirements
  • Rigorous controls process ensures responsiveness for customers
  • Drives cost reduction through proven automated functionality
  • Continuous improvement programmes drive multi-client operational efficiency
  • Compliance with industry best-practices, regulatory obligations, and applicable legislation
  • Customer-centric processes ensures fair treatment of customers
  • Streamline administrative processes to optimise your operational efficiency
  • Customer Service audits providing assurance of quality

User Guidance

Responses are provided within individual SLAs agreed with the client. We are able to create shared service centres, meaning our customers benefit from best practices across our teams, helping you to serve your customers better.

Any questions? Need more information?

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.
Richard Baker
Welwyn Hatfield Borough Council
Liberata is the ideal delivery partner to help us achieve our aims, whilst ensuring we can drive down processing times and improve the service for our customers. Council tax and business rates collection will improve, ensuring that we have the funds to deliver the vital services that have a positive impact on residents’ lives. We look forward to working closely in partnership with Liberata to help achieve our aims
Rebecca Keene
Broxbourne Borough Council
Eastleigh Borough Council has worked with Liberata for a number of years who undertake the council's empty home reviews, and I must say, their service exceeded all expectations. From start to finish, they demonstrated professionalism, efficiency, and a genuine commitment to addressing this critical issue in our community. Thanks to Liberata, the council has been able to maximise our empty home bonus year on year. This positive impact on our community cannot be overstated.
Kerrie Thomas
Eastleigh Borough Council
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.
Steve King
Leicester City Council
Liberata has been empowered to create a seamless integration with technology to digitally transform the Revenues and Benefits service whilst trying to protect local jobs. The joint strategy has helped to deliver innovative solutions that have exceeded expectations, whilst providing savings to the authority. This surge in digital engagement has helped deliver strong year one outturn with electronic billing and the technology will enable us to show improvements in the benefits speed of processing and in Council Tax processing of moves, discounts and exemptions.
Andy Stevens
Swindon Borough Council