Background and experience
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.
“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.”
Role and responsibilities
As Head of Customer Services, Melanie is instrumental in continuing to build on the customer-focussed approach the Society is recognised for and leads on new initiatives such as updating and refreshing the branch network and improving the use of technology in customer communications. Melanie is also responsible for nurturing the Society's ongoing membership with the Institute of Customer Service (ICS), an independent body which helps organisations improve their customers’ experience and business performance.