Customer Services

Omni-channel customer support that combines people, technology and insight to deliver outstanding customer experience and innovative solutions.

Service built around your customers

We provide award-winning contact centre services for the public and private sectors. Our advisors support over 1 million customer interactions annually, using advanced omni-channel platforms and intelligent automation to deliver responsive, inclusive, cost-effective service experiences.

Customer satisfaction services

Faster response times

Automated tools and intelligent routing speed up contact resolution

Improved accessibility

Customers can use their preferred contact channels — anytime, anywhere

Higher satisfaction

Advisors resolve over 95% of enquiries on first contact

Better resilience

Virtual delivery model ensures continuity and flexibility at scale

Service efficiency

Automation and self-service reduce pressure on resources and budgets

Inclusive support

Vulnerable customers are identified early and connected to the right help

Speak to us about Customer Services

Built for today’s customer service delivery

Customer expectations are high, and organisations need contact centre services that are efficient, flexible and ready to support everyone. Whether you need a full contact centre service contract, operational and technology consultancy, or extra capacity, our people and technology combine to improve outcomes from day one.

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Case study: Bromley Council

Bromley Council partnered with Liberata to modernise customer services using the Genesys Cloud platform and self-service voice bots. After deployment, resolution rates rose from 9% to 26%, and customer satisfaction reached 95%. Advisor workloads were reduced, allowing more time to support complex and vulnerable cases. In recognition of this success, Liberata was named Team of the Year by Bromley Council in 2024.

Read the full case study
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Why Liberata

With over 50 years of experience and a track record of long-term partnerships, Liberata is trusted by public and private sector organisations to deliver high-performing, technology-enabled customer services.

We are accredited and recognised by industry bodies, including the CCMA and CCA-Global. We have achieved a silver global achievement award, Best Technology Partnership (bronze), and Most Effective Vulnerable Customer Strategy (bronze). In 2024, we were also shortlisted for a global Genesys Award—EX Mobilizer Award.

Our combination of people, platforms and performance culture ensures every customer receives exceptional support and every client sees measurable results.



Get in touch

Talk to us about how our Customer Services can support your organisation and improve experiences for every customer.

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
Borough of Broxbourne
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
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
Leicester City 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
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