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Newbury Building Society has appointed Melanie Mildenhall to its Executive team as Head of Customer Service – a newly created role designed to ensure its members’ best interests are being met and excellent service levels are being reported.
As Head of Customer Services, Melanie will be instrumental in continuing to build on the customer-focussed approach the Society is recognised for and will lead on new initiatives such as updating and refreshing the branch network and improving the use of technology in customer communications.
Melanie commented: “Being a member focussed and service driven mutual building society; putting members at the centre of what we do and encouraging a culture of high quality service through individual and personal interactions, is our differentiator. Newbury Building Society recognises that customer priorities are changing, therefore, to ensure we continue delivering great customer service we need to keep our finger on the pulse and constantly evolve.”
Melanie will also be responsible for nurturing the ongoing membership with the Institute of Customer Service (ICS), an independent body which helps organisations improve their customers’ experience and business performance, which commenced in 2017.
“The ICS has been imperative in helping us independently measure and validate our fantastic customer service against other banks and building societies,” Melanie said. “Our aim is to achieve ICS ServiceMark accreditation in 2019 as recognition of our commitment to providing the best customer experience possible.”
With almost 25 years of continuous service under her belt, Melanie joined the Society in 1994 as part of the Customer Services team before undertaking the role of Branch Manager at the Wokingham, Abingdon and Didcot branches. After almost 12 years in branch, Melanie moved back to head office as Marketing Manager before returning back to the Customer Services team in 2007. Melanie is currently responsible for the Society’s business change delivery team and the management of both the branch network and customer support teams.
Click here to discover what changes have been made following previous member feedback.
Phillippa Cardno, Operations and Sales Director at Newbury Building Society said: “We are delighted to appoint Melanie as Head of Customer Service and welcome her into the Executive team. Melanie has been the driving force in developing our customer strategy, business improvement work, and for seeking Institute of Customer Service accreditation for our high customer service standards, so this position is a natural step for her to take. This is a well-deserved move which will help the Society continue to enhance its customer service proposition.”
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