Behind the scenes: how our colleagues have been helping
It’s been a strange few months, hasn’t it? Just like our members and the rest of the country, we’ve had to adapt quickly to the new circumstances.
As a mutual society owned by our members, our focus is on you. That’s why it’s been really important for us to support you in these uncertain times, and our colleagues have been at the heart of that effort. We’re proud of all our branch staff, Contact Centre workers, and those behind the scenes. But we’re also incredibly grateful to our members for their patience and understanding, and for the positive feedback they’ve given us along the way.
Fancy taking a peek behind the curtain? Here’s an insight into how we’ve been helping, through the eyes of our colleagues…
Responding to new challenges
When the country went into lockdown, people everywhere had to adapt to the new restrictions. And we were no exception. It was important for us to remain flexible, so that we could continue to be there for our members.
For example, we’ve installed protective screens in our branches, to keep colleagues and visitors safe. We’ve introduced priority hours for elderly and vulnerable customers. And we’re making sure everyone adheres to our social distancing measures. As a result, we’ve managed to keep 98% of our branches open for essential transactions.
"We've been looking at how we can adjust our normal ways of working to make lives a little easier, at a time when everything has felt a little more difficult.”
Kelly Shippen, Head of Contact Centre
"We’ve explored alternative ways to help our vulnerable members, and those who may need to self-isolate, making sure they have access to our services. Our members have been incredibly understanding.”
Alison Cottle, Southampton Branch Manager
“My motivation has been to make sure that we can open the branches every day, while ensuring the safety of our colleagues and visitors, and helping members wherever we can."
Nichola Mullaney, Morley Branch Manager
Changing the way we do things
We know it’s a difficult time for many people. We’re determined to do what we can to support those facing financial challenges, and to make sure members can continue to access our services.
One example of this is our new automated mortgage payment line, allowing our members to make payments 24 hours a day without coming into branch. Another is the use of Faster Payments, which means customers can quickly transfer money to their accounts with other banks or building societies.
"The way that teams from across the Society have come together to support our members has been fantastic. None more so than the way we have provided mortgage payment holidays for those who’ve needed them. We are all motivated by one thing, which is supporting our members and being there when they need us."
Katie Marriott, Head of Mortgage Support
"It was clear setting up Faster Payments for members was a change made for the better. The amount of thought given to both members and colleagues makes me proud to work for the Society – decisions have been made with everyone in mind."
Tony Ford, London Branch Manager
Putting our members first
As always, our priority is helping our members. Supporting you is what keeps us going, and we couldn’t have done it all without you.
“It’s extremely rewarding to know that I’m able to help people and ease their minds in these trying times.”
Andrew Marron, Customer Service Representative
"I'm proud to work for the Society, knowing that I have a vital role to play in making sure we achieve good outcomes for our members."
Rebekah Shaw, Senior Savings Administrator
“We’ve always been focused on delivering the best for our members, whether they’re putting money into their accounts to cover bills or withdrawing money so they can feed their families and everything else in-between.”
Tracy McCauley, Branch Manager – Head Office branch