Insider Media – Helpline Operator Wins Grant For Expansion

Helpline Operator Wins Grant For Expansion

Connect Assist, a South Wales company that runs helplines for charities and the public sector, has landed a £123,000 Welsh Government grant.

The Nantgarw-based social enterprise will use the Wales Economic Growth Fund grant to create and safeguard 23 jobs in 2012.

It plans to have 75 full-time employees by December 2012, up from 44 at the end of 2011.

Chief executive Patrick Nash said: “We have already landed some new contracts and are seeing high levels of interest in our services. We need to ensure that we have the right number of people in the right positions. This grant enables us to build our successful team and continue to create new jobs in South Wales.”

Connect Assist will use the grant to scale up its Wales sales team which works with charities and the public sector providing contact centre technology and support.

The social enterprise is also looking to increase its digital service delivery development team and multi-channel helpline management team.

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Case Study

Case Study: Grocery Aid

1.1.          Grocery Aid

1.1.1.      About our customer

Grocery Aid, the trading name of the National Grocers' Benevolent Fund, is the charity for the grocery industry. Grocery Aid helps people all over the UK who have worked, or are working, in the grocery industry and have now found that they need some extra support to get by. The help that Grocery Aid provides can make a very real difference and it provides not only monetary support, but also appliances and everyday items that many take for granted.

1.1.2.      The service we provide

The helpline was a new service for Grocery Aid. We set about improving the reach of their valuable service and sought to reach out to the people needing the help and support that they provide. In early 2010, Connect Assist successfully helped Grocery Aid launch their first helpline via our 24/7 Contact Centre. Today we offer multi-channel solutions via phone, e-mail, knowledgebase, ask a question and live chat.   The multi-channel helpline provides information and support to people and business owners working in the trade – from large supermarkets to corner shops. This includes an innovative ‘incident support’ service following attacks, arson and other incidents that are prevalent within the industry.


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