Vertex has signed a new 10 year customer management contract with the National Trust.  The strategic partnership will continue to manage and deliver end-to-end customer services for the Trust’s large and growing membership of over 3.5 million people.

The National Trust is an independent registered charity, dedicated to looking after special places, for ever for everyone. It relies on income from membership subscriptions, donations, legacies and revenue raised from its commercial operations as well as on practical support from its 50,000 volunteers. Today, it protects and opens over 300 historic houses and gardens and 49 industrial monuments and mills to the public across England, Wales and Northern Ireland, plus over 700 miles of coastline and 250,000 ha of countryside.

Vertex has successfully managed the National Trust’s outsourced membership services since November 2004.  The new agreement means there will be approximately 170 dedicated Vertex employees working on the contract across two sites in the North West. The multi-channel operation services customer care and membership queries received via the Trust’s website, email, telephone and post.  It also deals with banking, print and fulfilment provision for many of the Trust’s various marketing campaigns from a specialist site in Warrington.

Andy Copestake, Finance Director for the National Trust, commented:  “We are looking to further developing our  long term strategic relationship with Vertex where we can together take full advantage of the experience, skills and enthusiasm of our people to deliver a first class service to all our supporters.”

Vertex Board member John Hall concluded: “This is fantastic news and demonstrates the confidence that the Trust has in Vertex’s operational delivery and in our commitment to partnership. Over time, we have   developed a true understanding of the National Trust’s ethos and service requirements. We are confident our partnership with the Trust will help them to build upon their success in delivering exceptional services to their membership and supporter base.”