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High street banks sit at the very heart of our thorny relationship with money, deciding on our savings, debts, mortgages and business loans - and our hopes and fears. A branch of NatWest in the north of England has opened its doors, giving unprecedented access to the behind-the-scenes workings of one of our most important everyday institutions.
Produced in partnership with the Open University, the first episode in this three-part series looks at how this branch is trying to win back the customer trust which was lost after the 2008 financial crisis. Deputy bank manager Claire has 12 weeks to improve the all-important customer service score of her branch. She and her team - complaints handler Anna, mortgage advisor Gary, and Sarah, who sells life insurance at the branch - are desperate to succeed. But with faith in banks at an all-time low, the team know that they have their work cut out.
Every customer that visits the Huddersfield branch can be called by the bank for feedback, so every member of Claire's team is under pressure to make their customers happy; from those like Alan, angry about the service they've received, to those such as Tracey, seeking advice on managing their debt.
Can Claire and her team persuade the people of Huddersfield that her team is putting the customer first? And is it fair for customers to point the finger at the bank every time? Following the real-life stories of customers and staff at this branch, this episode is a fascinating look at our complicated relationship with money and the bank.
Pictured: Claire Blakey, Claire Atkinson
http://www.bbc.co.uk/mediacentre/pro...15/25/the-bank
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