For many years we have presented an employee award named after one of our former directors, David Coe. The award is given to a member of staff who consistently provides excellent customer care and a focus that exceeds the normal requirements of their job.
At our AGM last week I was delighted to announce Theresa Clements, Senior Collections Administrator in our Mortgage Post Completions Team, as our winner.
Theresa joined the Society in 2012 with her role requiring excellent communication, compassion and customer focus – and it is safe to say she has these skills in abundance, building positive relationships with customers who may be in difficult or vulnerable situations. Colleagues have praised Theresa, saying her “prime motivation is a positive outcome for customers, individually and collectively”.
Theresa also takes a leading role in our Vulnerable Customers Working Group, working hard to improve awareness not only in her own area of the business but across the Society as a whole, too.
Theresa has played a significant role in reducing the Society’s total arrears figures to a record low and continually looks to review processes and reporting to improve customer experience and outcomes. She also takes part in the Society’s financial education programme and is a true supporter of improving financial literacy.
I am sure you will agree that Theresa is a worthy winner! Along with the Board of Directors I would like to thank Theresa for her hard work and dedication – a fantastic commitment to providing excellent customer service. Congratulations.