Charity Commission recognised for excellence in customer service
Howard Lake | 9 January 2009 | News
Charity Commission Direct, the Charity Commission’s single point of contact for all enquiries from charities and the public, has achieved certification to the Customer Contact Association (CCA) Global Standard. This means that the regulator has been judged to meet the CCA’s criteria for best practice and customer service excellence in contact centre operations.
The Charity Commission Direct team is based in Liverpool and is the first point of contact for charities and members of the public with enquiries. In 2007/08 they received 186,000 calls, 38,000 emails and 60,000 letters by post. The Contact Centre is open from 08:00 to 20:00 Monday – Friday, and 09:00 to 13:00 on Saturdays.
David Locke, Director of Charity Services, said: “I am delighted that the work of the Contact Centre has been recognised in this way. We have an excellent team of advisers who work incredibly hard to deliver consistently good customer service and it is great to see their dedication and hard work rewarded.”
Charity Commission Direct has a new Head, Jayne Sunley. She has over 14 years’ experience in the customer contact industry, with previous roles at organisations including BT, JobCentre Plus and Liverpool Direct.
www.charitycommission.gov.uk
About Howard Lake
Howard Lake is consultant editor of UK Fundraising. He founded the site in 1994 and successfully sold it in 2022. As director of Giving X Ltd he is exploring growing giving on a massive scale.
He is the founder of Fundraising Camp and co-founder of GoodJobs.