The Royal British Legion opens new contact centre

A Nantgarw-based contact centre has announced a new partnership with The Royal British Legion that will secure up to 15 new jobs.

Connect Assist will run a new contact centre for the charity, which provides practical care, advice and support to serving members of the Armed Forces, veterans of all ages and their families.

The new contact centre, based on Cefn Coed Business Park, will become the central communications hub for all enquiries to the charity, ranging from donations to immediate welfare needs.

This move is part of a major modernisation programme for the Legion and aims to offer more relevant and easily accessible services to those members of the Armed Forces Community who may require help, advice and support at any stage of their lives. As part of this programme, 16 new walk-in Advice and Information centres will be opening across the UK during the next two years.

Alongside the new contact centre, Connect Assist has developed and will operate a digital communication platform. Web chat and ‘ask a question’ facilities, where users can gain access to information and advice online, will be added to this service later in the year alongside the phone support being extended to 7 days a week.

The new centre will be open seven days a week and will be reached via a new freephone number, where callers will access a range of information, advice and guidance.

Connect Assist, a supplier of helplines and digital services for charity and third sector organisations, has seen rapid growth in the past year, with staff numbers increasing to 81 and turnover figures up to £3.1 million per year.

Sue Freeth, Director of Operations at The Royal British Legion, said:
“This new service is good news all round. Beneficiaries, members and volunteers will be helped by a dedicated team of advisers who will help resolve queries or point them in the right direction in order to access the help they need.”
Patrick Nash, Chief Executive of Connect Assist, said:

“We’re delighted to announce the new partnership between the Royal British Legion and Connect Assist. Our new team of highly-trained contact operatives have been recruited from military backgrounds, so are well placed to provide expert advice and support.

“In addition, the new online platform will allow users to access important information easily online, without having to pick up the phone – a step that can be daunting to many.”