The Cumberland Shines At National Awards With Best Customer Service During Covid-19 Crisis

The Cumberland is celebrating after being recognised as one of the best companies for customer experience.

The Carlisle-based building society was the winner in the Best Customer Experience in the Crisis category at the national finals of the UK Customer Experience Awards 2022 at London’s Wembley Stadium last night, October 12.

(Left to right) Chris Telford, Channel Development and Complaints Manager
Claire Crossan, Customer Experience Manager
David Stewart, Area Manager Branches
Claire Deekes, Chief Customer Officer (holding award)
Lewis Benson, Area Manager Mortgages
Will Park, Cluster Manager – Carlisle

It was the first time The Cumberland had entered the awards, the biggest such event in the country, and reflected not only the business transformation made during the pandemic, but the dedication of its people.

The Cumberland was up against companies from all sectors of industry and services, including Radar Healthcare and Code Student Accommodation.

Best Customer Experience in the Crisis highlighted its priority of looking after customers, particularly the vulnerable, with support and guidance through measures such as mortgage holidays, all while ensuring the safety of colleagues and maintaining business during and post pandemic.

Claire Deekes, the Cumberland’s Chief Customer Officer who accepted the award, said: “Before the pandemic, we did most of our business face to face. But in March 2020, we had to change our operating model overnight. 

“We needed to continue to serve our customers and communities to the best of our abilities while at the same time protecting our customers, our people and their families. 

“Our promise to deliver exceptional customer experience drove every action we took. Because supporting our members during an incredibly difficult time was fundamental in everything we did.

“Winning this award sends a clear message that we are here for our customers when they need us. Not just now, but in the future too. And that’s really important to us.”

She added: “We are really proud of what we did at The Cumberland Building Society. This goes out to all of our colleagues who were on that frontline every day throughout the pandemic.”

The Cumberland was also a finalist in the Business Change and Transformation and Most Improved Complaints Handling categories.