Liberata shortlisted at the ECCCS Awards
Best Approach to Supporting Vulnerable Customers
We are delighted that our Customer Services team has been named as a finalist in the European Contact Centre and Customer Service Awards for the second consecutive year. We are shortlisted in the Best Approach to Supporting Vulnerable Customers category.
These industry awards are highly competitive. We are exceptionally proud to be recognised alongside a field that includes brands such as Octopus Energy, E.ON, Legal & General, British Airways, and Saga. Being considered in the same company underscores the impact of the work our teams are doing every day.
Our approach to supporting vulnerable customers
Collaborating with our partner, IPI, and underpinned by the Genesys platform, we developed an adaptive Vulnerability Strategy. This approach enables advisers to quickly identify needs, deliver appropriate support, and ensure safe and consistent results.
Colleague training sits at the heart of our model, including Service Excellence, Walks of Life, safeguarding, and a six-step plan for highly vulnerable customers. Monthly quality calibrations, manager accountability, and real-time listening ensure that standards are lived, not just written.
Training and governance that make a difference
Our teams receive targeted learning focused on empathy, active listening, and decision-making in complex situations. Leaders use regular calibration and observation to maintain quality alignment and support coaching. This fosters confidence among colleagues and consistency for customers, especially those who may not self-identify as vulnerable but clearly need a different kind of support.
Technology that enables human support
We use technology to remove friction, not people. Voice bots and simple self-service handle straightforward enquiries. Smart Adviser and our in-house knowledge base reduce cognitive load for colleagues, and features like retain position in queue, together with data-led workforce management, improve experience during peaks.
For people who need more time or a different kind of assistance, we offer one-to-one appointments and in-person support, so no one is left behind.
Impact for people and services
Our customer-centric approach is designed around outcomes, speed to the right expert, consistency of decision, and resolution at first contact. We have achieved strong and sustained results across multiple services, with improvements in first-contact resolution and customer satisfaction, as well as meaningful gains in colleague confidence and quality alignment.
For customers, this means less repetition, faster access to the right help, and more compassionate conversations. For councils, it means better performance, clearer assurance, and a model that scales with demand.
“Supporting vulnerable customers well requires more than good intentions, it needs clear standards, the right training, and tools that free our advisers to focus on what matters.
We have invested in all three, and the difference shows in the outcomes. Being shortlisted alongside leading brands is a credit to our colleagues, our clients, and our partner IPI.”
Jayne Lawrenson, Director of Customer Services and Operational Support, Liberata
Adapting to change and demand
Vulnerability is rising in both scale and complexity across public services. Councils need models that are safe, consistent, and compassionate, and that can adapt to changing demand. Our nomination reflects how we are meeting that need with a people-first approach that blends training, technology, and governance to achieve better outcomes for our customers and their residents.
Find out more about our Customer Services and how we can help you transform your customer interactions.
