Kent Reliance, one of the county’s largest employers and part of OneSavings Bank plc, carried out extensive research with both customers and staff to ensure their feedback helped shape the new, purpose-built branch, into a visually enhanced environment. Improvements include expanding the services offered, enhancements to reduce waiting times, private customer consultation rooms as well as local recruitment for more customer service advisor positions which were filled extremely quickly.
The relocation and enhancement of the Maidstone branch, forms part of a wider programme of investment into its branch network by Kent Reliance, at a time when other High Street branches are closing.
Andy Golding, CEO at OneSavings Bank plc, said: “The opening of our new Maidstone branch is an achievement we can be proud of. Investing in improved facilities means we can provide a better service for our customers and an improved working environment for our staff.
He added, “Heritage is extremely important to Kent Reliance so it’s very gratifying that we were able to breathe new life into one of Maidstone’s historic listed buildings, which had been empty for some time, whilst maintaining its character.”
Jenny Longbottom, Head of Branch Operations at Kent Reliance, said: “Commitment to customers is of paramount importance to Kent Reliance. Our new Maidstone branch is a continuation of our commitment to enhancing the customer experience as we know how important it is for our customers to have an opportunity to speak directly with staff within a welcoming environment.”
“The staff and customer feedback we’ve received so far has been very positive and we look forward to being able to use our Maidstone branch as the blueprint for our future branches.”