Immediately, we struck up a personal relationship with senior leaders so we could collaborate to achieve its objectives. It was vitally important to us, to gain the trust and confidence of the entire team who are incredibly dedicated to the charity, from the legacy team through to medical professionals delivering care.

We provided an inbound call service with a dedicated telephone number so users could achieve direct access to the team, with bespoke training on how to handle sensitive situations via phone.

Secondly, we implemented our support and counselling service together with NBS online webchat, which enabled us to provide a holistic service for families who are grieving and need emotional support as well as practical guidance on the next steps of the process.

The current COVID-19 pandemic highlighted how vital support services such as the NBS are to families who lose a loved one. At a time when people felt particularly isolated, we provided additional advice on how to support a grieving individual during a time of such global change and uncertainty.

• Closely collaborated with the senior leadership team
• Delivered on-site training sessions as well as hosting conference calls to share examples of successful customer calls
• Shared case studies with positive outcomes to demonstrate true value from the NBS service
• Created white labelled, bespoke content to promote the service internally within the charity including a leaflet, website content and community magazine articles
• Provided weekly management information and fortnightly phone calls during the initial three months of the relationship
• Added further value by supporting the charity’s corporate will clinics, attending fundraising events and initiating corporate introductions