On Tuesday we received a particularly lovely email entitled “An Appreciation” from Brin Dunsire, Funding Adviser at the Diocese of Northampton, about the help he’d received from the lovely Gemma on our charities helpdesk. It was so nice that we felt the need to share it on the blog:
I would like to express my warm appreciation of the help our Diocesan charity has had from Gemma Randall on your helpdesk. We had an unusual set of tasks that we needed her help with, requests deriving from the peculiar structure of a Catholic Diocese as a single charity with different sub-agencies and “branches”.
Many IT organisations would have said “No, we’re simply not set up to be able to do that, you’ll just have to set up a completely new page and pay all over again”. Gemma has been patient, understanding, creative, and keen to help, and I feel we have had genuine personal service, which is an increasingly rare commodity.
And we raised a goodly amount of money !
All blessings to all your staff and on your excellent work.
Brin Dunsire – Funding Adviser, Diocese of Northampton
As someone who has the pleasure of sitting next to Gemma, I couldn’t agree more (she just brought me a lovely cup of tea, which helps). Thanks Brin for the feedback and allowing us to publish it 
Here’s Gemma is with Kai (and an interesting spelling of JustGiving) from our Flickr stream:
We’re really proud of the fact that we have real people (who are passionate, knowledgeable and articulate) at the end of a phone or email to help – providing the best customer service we can is one of the most important parts of our service.
As well as Gemma, there’s also Liz and Natalie who woman our charities helpdesk on 0845 021 2133 and charities@justgiving.com
I should also add that Jules, Huu and Mike man (sometimes dressed as fish) our fundraiser/donor helpdesk on 0845 021 2110 and help@justgiving.net – if any of your charity’s supporters need help, these are the people to call.
These helpful guys and gals are here Monday to Friday 9am to 6pm and can help with all things Justgiving related, and sometimes things entirely unrelated to JustGiving – the other day I heard Mike explaining how the BCC email field works to a fundraising page owner…
Charlotte Maytum said
I’ve also found the JG helpline staff to be really knowledgeable and, well, helpful! Thanks very much guys, it really makes our job a lot easier & more enjoyable at the charity end! It’s also great to see how you’re constantly developing your services & keen to hear our feedback about them.
Jonathan Waddingham said
Thanks for the comment Charlotte, it’s nice of you to say that too – we’re really proud of the great support Gemma, Liz and Natalie give charities, it’s one of the most important parts of our service.
But as you say, we do strive to develop the service all the time and the move to a new payment processor is one of many things we’re up to at the moment.
Plus, if it makes your life more “enjoyable”, well, that’s even better!
Our new Charity Support area « The Justgiving Blog said
[...] of you will know we have a charities helpdesk, in the form of Natalie, Liz and Gemma, who are here Monday to Friday 9-6 on the phone and [...]
Mike Duncan said
Can I use a CAF card to give through Just Giving?
jwaddingham said
Hi Mike, unfortunately you can’t use a CAF card to donate on the site. We are able to process donations in all major credit and debit cards, as well as PayPal.
khangelwa latsha said
i would like to apply for your bursary so what to do because i’m in South Africa
sophdea said
Hi
You need to contact the charity directly – please visit http://www.nymo.org/funding for more details.
Sophie
Celebrating Ada Lovelace day at Justgiving « The Justgiving Blog said
[...] of the Justgiving service and the web. When she’s not wowing charities with her excellent customer service, you’ll often find her training charities on interactive webinars (or geminars as we like to [...]
Mal & Jenny Brumfield said
We live in Australia and wish to sponsor our daughter Kate BRumfield who is doing the London Triathlon as part of a team to raise money for the organisation she works for. We are not UK taxpayers, so when we went in to try and deposit money through our Mastercard we have come to a halt. Please advise how we can contribute. Thank you.