Background and experience
Melanie joined the Society in 1994 as a graduate and was appointed an Executive in January 2019. She is responsible for leading, developing and implementing the Society’s Customer Service strategy. Melanie also heads the Branch and Customer Support functions and reports to the Operations and Sales Director.
I enjoy working here as I am passionate about customer service and the Society has an excellent reputation for listening to its members and treating them as individuals. My role gives me a lot of variety and I get to work with fantastic people every day. I feel supported in my career; a true example of the Society’s committment to people development.
Role and responsibilities
I am responsible for leading the Society’s business change delivery, branch network and customer support teams to ensure members receive a consistently exceptional service, in line with the Society’s customer service strategy and operational and conduct risk framework.