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Apr 2024

Last Updated: 25/04/2024

Community

Newcastle Building Society is still putting customers first in Knaresborough – here’s how

by Fiona Callow

| 19 Apr, 2024

This story is sponsored by Newcastle Building Society.

Nearly two years after opening a branch in Knaresborough town library, Newcastle Building Society has been working hard to further its relationship in the local community.

Located within the library itself, the branch offers the same financial services – and crucially, human interaction – that a traditional location would, but uses fraction of the space, deeply embedded in a vital community service.

This departure from a traditional, full-sized branch has been well-received by residents in the communities in which these partnerships operate.

Michael Conville, chief customer officer at Newcastle Building Society said:

"We really take our time to understand our customers, their personal needs and how we can help them. We’re really strong on building long lasting relationships with our customers putting them at the heart of everything we do.”

Meeting the needs of the community

According to Michael, the Knaresborough branch has been one of the fastest growing in both customer feedback, and the number of new accounts opened with the building society.

He said:

"It’s been a great success, and it’s really demonstrating that customers really value access to face-to-face interactions and the reassurance that comes from speaking to a friendly expert - it's not all about being digital."

Discussing the rationale behind exploring partnerships with community services and the benefits this could offer, Michael added:

"This was a way for us to consider, as banks leave our high streets removing vital services within local communities, where is the opportunity for regional building societies such as ourselves to establish a presence and be quite innovative in our approach.

"We’ve had to look at different ways we could still meet the needs of those local communities and by partnering with libraries or other groups that has allowed us to put all the services of a branch you’d normally receive right within the community itself, giving our members and new customers the exceptional customer experience that we’re known for."

While other banks are changing the way services are offered, forcing many customers online without considering whether they’re able – or willing – to be, Newcastle Building Society is proud to prioritise both, to cater for all preferences.

"It's about choice - you've got to provide choice to customers, through a channel that's convenient to them, at a time that's convenient to them."

Pushing for innovation

The Knaresborough branch is at the forefront of Newcastle Building Society’s push for digital innovation, hosting a pilot of a multi-bank terminal for the app OneBanx.

The service allows customers of any bank to withdraw and deposit cash from their current account, free of charge - and without the need to be a customer of the society.

To find out more about what Newcastle Building Society can do for you, pop into branch at 40 Market Place or visit the branch page on the website.

Newcastle Building Society, Principal Office: 1 Cobalt Park Way, Wallsend, Tyne and Wear, NE28 9EJ, United Kingdom. Newcastle Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Newcastle Building Society is entered in the Financial Services Register under number 156058. You can check this on the Financial Services Register or by contacting the Financial Conduct Authority on 0800 1116768. Call 0345 734 4345 or visit the building society online at www.newcastle.co.uk. (April 2024).