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We're finalists in the North West Contact Centre Awards 2016

Published: Thursday, 6th October 2016

Gerson Da Silva

Pendle Council’s Customer Services Team is celebrating after reaching the final in six categories in this year’s North West Contact Centre Awards.

Last year Customer Services Manager Vicky McGurk beat off competition from across the customer service sector, including banks, utilities and supermarkets and scooped the title of Contact Centre Manager of the Year.

And this year Vicky and the Team are up for six awards:

  • Customer Services Agent of the Year – Gerson Da Silva
  • Team Leader of the Year – Paul Orrell
  • Contac Centre Manager of the Year – Vicky McGurk
  • Hero of the Year - Gerson Da Silva
  • Best People Engagement – Pendle Contact Centre
  • Best Outsourced Contact Centre of the Year – Pendle Contact Centre

The winners will be announced at a black tie awards dinner at The Palace Hotel in Manchester on 20th October.

Kevin Mackay, Liberata’s Regional Director, North, said: “The North West Contact Centre Awards are all about recognising the achievements of individuals, teams and organisations within the Call Centre Sector.

“It’s fantastic that we’ve been named as finalists in eight categories, six of which are members of the Pendle Team.

“It demonstrates the importance that Liberata assigns to looking after a Council’s customers.”

Gerson Da Silva (pictured) was nominated for both Customer Services Agent of the Year and Hero of the Year by his manager Vicky because his commitment to his role means he often goes the extra mile.

He’s regularly spotted helping elderly customers visiting Number One Market Street with their shopping bags.

Gerson began last year as an apprentice and now aged 18 he is the youngest employee in the Team who has completed training across all areas of Customer Service work.

Pendle’s Customer Services Centre is responsible for managing contact with more than 80,000 residents and is pivotal to keeping them informed about key public services.

Dean Langton, Strategic Director, said: “Congratulations to everyone in the Customer Services Team, this recognition is well deserved.

“Feedback from our customers shows that they are pleased with the service they receive from the Team.

“98.2% of customers tell us they’re satisfied overall, 94.6% tell us they’re pleased overall and 84.1% describe our service as excellent – these are great results!”

Councillor Mohammad Sakib, who has responsibility for Partnership Services for Pendle Council, added: “It’s fantastic to see hardworking staff recognised for their efforts – well done everyone.”