Rauidhri O’Baoill, Customer Service Associate: By allowing our customers to not only bank with us in more ways but also to contact us in more ways like through the app, through our social media platforms, is incredibly useful for them because they’ve got more chances of being able to reach out just for support.
Text: How we support our customers, everyday
Craig Robinson, Customer Service Advisor: In my role, I help customers with any number of things. It can be as simple as a balance or possibly more complex query, such an investigation into a disputes with retailers, or setting up payrolls with the staff of our business customers.
Lucy Anderson, Mortgage Team Leader: My whole time within the bank has been spent in Mortgage Customer Contact. The majority of that time has been spent on the telephones answering any customer queries that we have done.
Purnima Khatri, Personal Banker: I’ve done several roles from juniors, to Personal Banker, to management, and also I’m back to being a personal banker. I just feel being part time gives me a great work-life balance.
Rauidhri: I work in the Digital Support and Omni team. That basically means that we look after all our customers that come through just via the mobile app, as well as all of our social media platforms.
Craig: Not one conversation is the same and I have a chance to speak to customers from all walks of life, it keeps calls interesting and different.
Purnima: We have different challenges, the different customers. What might seem to us like a small issue, a small problem, can feel like an actual mountain to climb for customers.
Rauidhri: You get the chance to inject as much aas your personality as possible into your interactions and responses to your customers. You’re actively encouraged to do so by your managers, and you have that creative freedom to kind of run with it.
Purnima: I’ve made some amazing, lasting relationships from colleagues to even customers.