Marston and CCCS embark on a 'knowledge tour' exchange project
Over the past two years, Marston Group (Marston) has worked closely with the UK's leading debt charity, the Consumer Credit Counselling Service (CCCS), to build mutual understanding and a productive partnership.
As part of this ongoing partnership, Marston and CCCS recently decided to embark on an exchange project to enable first hand understanding of each others' processes and procedures.
On Tuesday 23rd August, members of the Marston team, including Deputy CEO Gareth Hughes, joined CCCS at their head office in Leeds for the first leg of this exchange project. During the visit, the Marston team took time to listen to both helpline and counselling calls, to tour the operational areas and to participate in a question and answer session.
The team learned how CCCS liaises with debtors to establish their financial circumstances, and how it determines possible solutions. The team also witnessed how CCCS works with creditors to negotiate repayment options on debtors' behalf.
Marston's Contact Centre Manager, Louis Magill, commented: "I was very impressed with the professionalism of the CCCS team during our visit to their head office. Their encouragement, understanding and objective counselling created positive outcomes in all of the sessions I observed. This is clearly a role that requires a high level of personal commitment."
CCCS' Partnership Manager, Leigh Andrews, stated: "CCCS has been working in partnership with Marston for some time now. Their staff have taken the time to understand how we work and how best to get free, high quality debt advice to the people they come in to contact with. We have found them to be open to dialogue and looking to continually improve services to ensure our partnership is effective at getting help to people who need it quickly."
The CCCS team are planning to visit Marston's head office later in the year and will be able to see a range of Marston operations in action, including the expanding Customer Contact Centre.
Ends
To find out more about the Marston and CCCS partnership please visit the news section.
To find out more about CCCS and the services they offer, please visit their website.
For further information please contact Charlene Kumar, Corporate Communications Executive, on 01992 703784 or 07714 136 254.
1 September 2011
