The Listening Company (TLC), which became part of Serco earlier this year, is now fully operational at Durban House, Bognor Regis, after winning a four-year contract to deliver contact centre services for West Sussex County Council.

Louise Goldsmith, Leader of West Sussex County Council joined TLC staff, including former England rugby captain Lawrence Dallaglio, Sales Director at The Listening Company, and several other County Council cabinet members to mark the occasion.

TLC will manage calls relating to a range of services across the council including social care, highways and library renewals with staff acting as the first point of enquiry for citizens calling the council.

Neville Upton, CEO, The Listening Company said: “I am delighted that we have been selected to deliver contact centre services on behalf of West Sussex County Council. We are committed to delivering excellent customer service which will bring benefits for the Council and local communities across the County. The decision to appoint TLC reflects our strong track record for innovation in the delivery of high quality and efficient services for our customers across the UK.”

Michael Brown, Cabinet Member for Finance, West Sussex County Council said: “It is with great pleasure that we welcome The Listening Company to West Sussex. They have an excellent reputation in the Public Services industry having delivered services on behalf of a wide range of public sector organisations. They are renowned for both their deployment of cutting-edge technologies and their innovative people practices. We expect contact centre staff to thrive under their stewardship and for the people of West Sussex to experience excellent customer service.”