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Consistently seamless service for Girlings

Jamie Turnbull, Executive Director, shares how the UK’s leading retirement property letting agent answers every call brilliantly.

When did you realise you needed support?

“We were mindful the majority of our callers disliked voicemail facilities or automated attendants. However, calls were being missed due to the limited number of inbound calls our reception staff could answer. Committed to making customer care a top priority, we decided to explore the option of outsourcing overflow calls to Moneypenny.”

What does good customer service look like?

“These days, customers expect a quick and efficient service and if you can’t keep up with that, you’ll ultimately lose them. We have always taken our service very seriously and make sure customers are a priority every time they call.”

How has Moneypenny changed your business?

“Now, whenever our receptionists are busy, calls are diverted seamlessly to Bethan, our dedicated Moneypenny Receptionist, and her small team. Outsourcing overflow calls means that multiple calls can be answered simultaneously in a warm and friendly way. Our first and ongoing impression is that Moneypenny staff are all very happy people and make us feel like a valued customer.”

What are the key benefits?

“Callers never hear an automated voice, and instead get the value of a real person to help with their enquiry. We really like Moneypenny’s personal approach. Nothing is too much trouble. With a very good reputation in the letting industry, we know our calls are being handled efficiently and seamlessly.”

Any advice for other businesses?

“Moneypenny’s expertise and experience with letting companies like ours is shown in the quality of their service.”

We give you amazing people and technology:


Your own Moneypenny PA to answer calls exactly as if based in your office.

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Live Chat

Amazing people, briefed by you to manage chats whenever you can't.

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Pocket Phone System

All the functions and support of an office phone system, minus the hardware.

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