12 September 2014
Principality announces new Head of Member Services
Principality Building Society has appointed Claire Edington as its new Head of Member Services to ensure the Society is meeting the needs of the rapidly-changing nature of its customer base.
In the role Claire will be responsible for ensuring a unified, consistent experience for Principality’s customers, its 500,000 Members, with a service level consistent with what customers expect.
She has spent the last 16 years working for investment and insurance specialists Legal & General in range of roles, her latest being Head of People & Customer Experience, Service Development and Customer Claims.
Claire previously worked at Skipton Building Society for 10 years where she progressed from a branch advisor to an area manager. She has extensive operational and leadership skills, through managing large diverse teams across the UK.
In her new role at Wales’ largest building society Claire will be looking after a team of 150 people servicing the need of Principality customers.
Julie-Ann Haines, Principality’s Customer Director, said: “I am delighted that Claire has joined the team and am confident that she will focus the team at a time when Members expect more and more from Financial Services organisations. Claire brings substantial experience to the Society and will help us to continue to improve our Member experience. Principality’s history and mutual ethos is about being customer focused and as Wales’ most recommended savings provider, we are keen to keep this central to our business.”
Claire, who lives in Barry, said: “Principality’s Members are at the heart of the business and I am delighted to join a mutual business that puts its customers at the forefront of its decisions.
“I am keen to understand what our Members want from us and I will be looking at the service we provide them and how we can improve upon it, making sure the experience they receive meets their expectations, whether they are taking out a mortgage or savings account with us or have a product that is coming to maturity.
“We are already a very customer-focused organisation, a fact confirmed by both staff and the Members we serve, however, the needs of our customers are constantly changing and we need to ensure we maintain loyalty and keep delivering the kind of service that makes people want to recommend us. Delivering the right experience for our customers – regardless of how they choose to deal with us – is the key.”