Founded in 1936 as the British Canoe Union and rebranded as British Canoeing in 2015, the organisation became Paddle UK in March 2024.
As the National Governing Body for paddle sports in England and the UK umbrella for Paddle Scotland, Paddle Cymru, and Paddle Northern Ireland, Paddle UK represents a vibrant community of more than 90,000 members which continues to grow.
Provide high-quality, consistent support for Paddle UK’s rapidly expanding membership base. Ensure every caller – whether renewing, joining, or seeking help with their account – receives clear, accurate assistance from trained agents fully conversant with Paddle UK’s in-house membership systems and service standards.
Membership growth placed pressure on Paddle UK’s in-house service team, with peaks in call volumes during renewals and seasonal activity. Calls often required:
Paddle UK needed overflow support that could operate seamlessly alongside its internal team while safeguarding data and maintaining a personable, professional service.
OpenContact employ an expertly curated bureau model with the relevant teams being trained to Paddle UK’s standards and Standard Operating Procedures. Training covered:
The additional support has delivered real value for our users, our teams, and our budget. We now have the flexibility and bandwidth we need within the membership team.
Darryll Shaw
Head of Membership Services and Growth
