New appointments at Phone Room’s client services team
Howard Lake | 20 July 2006 | News
Telephone fundraising agency The Phone Room has reorganised its entire client services team with several new appointments with the aim of developing more effective partnerships with clients rather than the more traditional client/agency relationship.
The reorganisation has preceded an expansion of the agency’s Oxford contact centre at the end of July from 50 to 75 seats with the capacity for 1.3 million contacts a year.
Rebekah Sammut has been appointed as a new head of client services. She has already been joined by account managers Gemma Lord and Sarah Mill, while Rachel Hunnybun will arrive at The Phone Room as business development manager at the end of July.
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Senior account manager Paula Brown, who is currently on maternity leave, completes the team, which is supported by Lisa Fitzgerald, who joined in February 2006 as client services administrator.
Rebekah Sammut joins The Phone Room, from NOP Mystery Shopping, where she was associate director for four years. She explained her team’s new focus: “”e shall be looking to be more of a partner organisation rather than just a service provider. We will look at our clients’ databases, understand better who their donors are and advise them on developing a fundraising strategy that the telephone can underpin.
My role at NOP Mystery Shopping was heavily focused on improving customer service and satisfaction and I am looking forward to using my expertise in this area to add to the value we currently provide our clients.”
Vanessa Blake, the Phone Room’s managing director, said: “Expanding our contact centre and completely revamping our client services team shows our determination to offer our clients the best tactical and strategic service we possibly can.”
The agency’s clients include the South Bank Centre, Resource Alliance, Historic Royal Palaces, International Animal Rescue, and Coeliac 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.