Customer Services Week: Meet Joanna

Did you know it is Customer Service Week this week?

My name is Joanna Taylor and I am Embrace’s Supporter Care Manager. Whether you want to tell us you have moved house, need extra copies of our magazine or Bethlehem carol sheets, want to make a donation to support people in the Middle East, let us know you are praying for our work or just fancy a chat, chances are you’ve spoken to one of our amazing Supporter Care Team.

I have always felt I am in a privileged position of managing a team who not only deal with the important administrative side of the charity but who are also pinnacle in establishing how our supporters can connect with Embrace and our partners as well as helping them decide how they can support us given their own interests and passions.

I think the team are amazing and this Customer Services Week I want to celebrate and thank them for how dedicated they are in making sure every one of our supporters is taken care of.

I’ve been at Embrace for six years and for two years before that I volunteered at our Head Office. Basically I’m part of the furniture!

There are many wonderful Embrace supporters that I have encountered in the last 6 years. I always enjoy reading the letters where our supporters tell us something about themselves or their long history with us.

I also really enjoy the long conversations I have had with supporters especially when it’s just turned into a good old chinwag, regardless of their initial enquiry.

It’s in those moments, that what I do in my job and how I can connect with and make a supporter feel, really means something.

Hopefully they come off the phone feeling they are important to us and are not just a name on a list.

‘Thank you’ sometimes doesn’t feel big enough to convey our gratitude but I would like to say an enormous thank you to every single one of our supporters.

Whether it is by prayer, through the collection and donating of stamps, donating financially, using our carol sheets, taking part in events, encouraging others to fundraise for us or volunteer for us, you make such a huge impact. Not only to the lives of individuals, families and communities in the Middle East but also to us all in the office. Without you we wouldn’t be where we are today and it is a joy to connect with you daily and help you in whatever way you need us to.

I visited the region a couple of years ago and have seen first-hand the difference that your thoughts, prayers and financial support make and what it really means to our partners.

Believe me, it is really significant.

So again, I would like to personally thank every member of the Supporter Care Team. They do an unbelievable job every day for our supporters and are always willing to go the extra mile.

I would like to publicly thank them for all their hard work and smiles.  In the photo, you can see (left to right) Heather, me, Lorna and Sam.

I am grateful that I get to work closely with a brilliant and diverse team as well as the entire team here at Embrace, who always inspire me to be better and drive the team to be the best it can be for our supporters. Hopefully our supporters feel this from us too.

We are always looking for ways to be better, any feedback we get – good or bad – will always be listened to. So do tell us what you think of your experience with us – use our contact form!


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