Background and experience
I joined the Society’s Customer Services team in 1994 after graduating from university. From 1996 to 2000, I held Branch Manager roles at our Wokingham, Abingdon and Didcot branches. In 2000, I became Marketing Manager and following a career break to have a family, returned to Customer Services in 2007 to lead the mortgage underwriting team and mortgage and savings support teams. In March 2016, I became Operations Manager and at the beginning of 2019, joined the Executive Team as Head of Customer Service.
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.