A key element of our service provision is the management of customer interaction. We employ 400 customer service professionals who are in contact with over 2 million customer contacts each years. We work with a range of clients, operating a number of different service delivery and resourcing models. We deliver over 30 service lines through our contact centres and face to face service centres, including revenues, benefits, highways, housing repairs, waste services, libraries, social care and education.
Our virtual shared services infrastructure offers different delivery models ‘fit for purpose’ depending on individual client requirements. This allows us to integrate revenues and benefits administration and customer service activity across the organisation, optimising the allocation and management of activity and resources based upon workload volumes and required employee skill sets.
With this coverage and experience our scale and capability is second to none. Our Shared services approach adds resilience and flexible capacity to our service delivery model and incorporates the benefits of transferable resources across multiple locations and contracts. This enables us to provide high quality, consistent services that deliver value for money to our clients.
A range of the award winning services we offer our clients include:
Revenues & Benefits Administration
We are one of the UK market leaders in revenues tax collection and housing benefits administration. Liberata’s end-to-end service is enhanced by two dedicated Shared Services Centres, Call Centre operations and One-Stop Shops, all of which help reengineer the customer experience. At the heart of our service offering is our GM350+ Benefits model and OneTouch Revenues proccess we have developed.
Human Resources & Payroll
We manage complex payroll services to circa 400 clients and offer end-to-end HR services.
Finance & Accounting
We provide full Finance and Accounting services to the Public and Private sectors. Within Central Government alone, Liberata processes payments worth over £33 billion and receivables worth over £2 billion per annum.
Public Access and Customer Experience
We operates a number of Contact Centres for our clients, reducing call abandonment rates and offering wide ranging CRM-based customer interaction solutions.
Information Technology
Through the management of IT infrastructure, applications, networks and service management, we provide a robust and resilient solution for our clients.
Procurement
Our Purchase to Pay (P2P) and emarketplace management services helps unlock the value of the procurement process, generating significant cost reduction and improving supply chain effectiveness.
Document Management
Our scanning and archiving management service offers improved access and organisation for its clients, increasing productivity and creating a better work environment.
Administrative Support
We offer the full spectrum of business support services, alleviating the administrative headache for our clients, allowing them to benefit from economies of scale and dedicated local delivery models.
Web Services, Design & Print
Liberata's Web Services Team hosts, manages and consults on high-profile websites that receive more than 30 million page views a year. Our Design & Print Team consists of highly experienced designers capable of creating large scale campaigns and exhibitions through to small information flyers.