CLAIRE Edington has been appointed as the new Head of Members Services by Principality Building Society.

In the new role Claire will be responsible to ensure the Society is meeting the needs of a rapidly changing customer base, which has 500,000 members.

Claire, who lives in Barry, has spent the last 16 years working for investment and insurance specialist Legal & General in a range of roles. She has extensive operational and leadership skills, through managing large diverse teams across the UK.

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.”

Claire said about her new position: “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.”