Behind the scenes
If you phone the Trussell Trust to donate or ask questions, you’ll speak to one of our friendly supporter care team. We go behind the scenes to meet Lisa Neaverson, Supporter Care Manager…
Q: How long have you worked at the Trussell Trust?
A: I joined in March 2021, right in the middle of the pandemic. The year before, I’d set off to travel Australia – but about three weeks in, Covid struck, and I had to come back. I started volunteering delivering food to people who were shielding or unable to leave home during the pandemic. I had a trailer on my bike, and cycled around west London, delivering up to 20 meals a day from a local restaurant. There was only one major curry spill!
Q: How did volunteering lead you to the Trussell Trust?
A:It got me thinking about food, and food bank need. I’ve grown up knowing that food banks are a thing – I remember doing collections at school. But food banks didn’t always exist, and they shouldn’t be needed. I also worked for a small environmental charity at the time, looking after supporter and customer care, so that prepared me for the role I’m doing here.
Q: What’s the role of the Supporter Care team?
A: There are six of us altogether – me, Jane, Teresa, Charlotte, Ed and Jane. We pick up the phones when people call in to donate, answer questions, send out thank you letters and process people’s gifts.
Q: What do you love most about the job?
A: Our supporters! I love talking with people who are passionate about ending the need for food banks in the UK. Our supporters have a real sense of justice. They are in awe of the support food banks provide, but outraged and frustrated that they need to exist. Right now, lots of people are concerned about the cost of living crisis and tell us that’s why they are donating.
Q: Do you have any memorable phone calls you can tell us about?
A: A teacher from my old primary school called once. We realised the connection as the call went on and had a good catch-up!
Q: Does the job have challenges?
Well, I have a lisp – so saying, ‘Hi I’m Lisa from the Trussell Trust,’ can be a challenge!
Q: Do you have a message for Together readers?
A: Thank you. You are caring and compassionate, and your generosity is incredible and heart-warming. That’s it. A massive thank you!