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A Personal Approach to Banking Through 40 Years of our UK Call Centre

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A Personal Approach to Banking Through 40 Years of our UK Call Centre

Published: January 29, 2024

When Unity Trust Bank launched almost 40 years ago, a bank was created where customers didn’t need to step foot into a high street branch to experience top-notch service. Instead, we aimed to bring a first-class personal experience to our customers through a simple telephone call. No navigating through keypad option menus, no frustrating waits, just a direct line to a friendly human ready to help.

Fast forward to today, and we still pride ourselves on providing high quality customer service through our UK-based Unity Connect call centre team. We’re for banking that’s about conversation and human connection.

Consumers are more discerning than ever about the service they expect from banks, and we’ve had four decades worth of experience. Research by The Institute of Customer Service on the state of consumer satisfaction in the UK1 has found that when consumers pick up the phone to contact their bank, one of their main concerns is about easily being able to get in touch with the right person to help them.

Research has shown that consumer trust is built on businesses responding to consumers’ real-life challenges and circumstances and offering solutions to their problems.2 We have prided ourselves on our personal approach to customer service since 1984 in this blog, we take a look at how our UK-based Unity Connect team brings a human touch to banking.

The personal approach

When customers call us, they are greeted by a helpful person. From the legalities to the everyday, we know every phone call is different, and every business is unique, so a human approach allows us to offer more tailored solutions around customers’ needs.

Jade Bromage, People and Change lead in Unity Connect, explains: “When customers call there is a human feel to Unity. There’s no ‘press 1′ or press 2’. They’re put straight through to one of the team who will support them at first point of contact. We offer a friendly and warm experience while we’re resolving their query.”

Our UK call centre in numbers

How does our Unity Connect team measure up? According to a 2023 customer survey carried out by Unity3 the professionalism of our advisors was rated at 8.8 out of 10, with advisors’ knowledge scoring 8.5 out of 10. What’s more, from June-November 2023, customers rated the speed of answering their calls at 8 out of 10.

We’re also really proud of our overall customer satisfaction scores. 88% of customers saying they were satisfied or extremely satisfied (scoring between 7 & 10, excluding DK/NA responses) with the service they received.

Many of our customers have taken to TrustPilot to praise the ability to speak directly with a human representative, as reflected by our TrustPilot review score of 4 stars out of 5. One 5* reviewer and Unity customer said: “Excellent customer service and you can actually speak with a human.”

Despite these high customer feedback scores, we never rest on our laurels and are always looking to improve our customers’ experience.  As Jade Bromage summarises: “Our customers are everything to us. We want to deliver the best service possible and stand out from our competitors.”

UK call centres boost the UK economy

Since launching in 1984, our mission has always been to give back to communities. We support businesses that make a positive impact on society.

Jade Bromage further explains: “It’s important that we have a UK-based call centre because a lot of customers are from local communities. It’s so important that we understand where they’re based, what their business is about and what impact they have across the UK.”

Moreover, the employment of UK-based staff in our Unity Connect call centre not only ensures high-quality service but also contributes to the UK economy through taxes and local spending. We strive to be more than just a bank. We’re a responsible UK employer committed to serving local and national communities.

What do our customers say?

Established as a family venture in 2011, St Giles Animal Centre in Taunton is a valuable community asset. The centre provides a range of services to keep people’s pets healthy, happy, and safe. They hold a mortgage and current account with us and are really pleased with the level of service provided by the Unity Connect team.

Laura Linnell is the Finance Manager at St Giles Animal Centre. She commends the team as: “very helpful. They always answer the phone promptly and are always able to deal with any enquiries that we have.”

Another of our customers is Revive IT services, an IT equipment recycling company. They also have high praise for the team at Unity Connect. Founder Oliver Bedford comments: “The whole customer experience is what makes Unity so special.”[KK1]

Looking after our trade union members

At the heart of Unity Trust Bank is our relationship with trade unions. In 2023, we launched a specialist Union Helpline, offering tailored support for all union customers. This helpline ensures that union customers receive specific and dedicated assistance, reinforcing our commitment to the values of our union members.

Online Banking

Our Customer Hub (our online banking platform) is the perfect complement to the Unity Connect team. With UK-based employees responding to online queries, customers have access to a seamless blend of personalised service and digital convenience.

We’re for talking to people, not computers. At our UK call centre, you’ll always talk to a person who is trained to understand your needs.

Do you want to find out more about how Unity Trust Bank could help your organisation to thrive? Call us today on 0345 140 1000 to speak to a member of the Unity Connect team.

All information in this article is correct as of January 2024.

[2]The Guardian
[3] Unity Trust Bank customer satisfaction data – June-Nov 2023