Client Services Manager


Suzanne is a Client Services Manager with the Society’s wholly owned subsidiary, Newcastle Strategic Solutions Ltd. Suzanne’s career with the Society began in 1999 in our Mortgage Services department, eventually becoming Team Manager in 2004.

In 2005 Suzanne took the opportunity to move to Newcastle Strategic Solutions as Customer Services Manager; after working closely with the Client Service Managers, Suzanne moved into that role in 2011 and is one of the first points of contact managing the relationship with the Solutions clients.

Why did you choose this particular career path?

I started my career as a clerk in Mortgage Services and quickly progressed to team leader.  I then had the opportunity to move departments within the Customer Service Centre which widened my experience. I enjoyed the Mortgage side of the business but in 2005 a promotion opportunity arose within our first Savings Management client department. During my time working on this contract I worked closely with one of the Client Services Managers and was always interested in the role because it allowed me to work closely with many of the departments within the Society, not least the Customer Service Centre, which was where my past experience was and I really enjoy working with our Solutions clients.

What is involved in your role?

I provide the day to day contact with the clients; manage change requests such as new product launches, or brand changes, complete monthly budget returns.  I have overall responsibility for the implementation of the contracts we have with the clients, so need to make sure all of our obligations are achieved.  I chair monthly governance meetings, attend project meetings for changes which affect the clients, act as business owner for any new savings management projects.


What would you say to someone that was thinking about a career with the Society?

I think ‘career’ is definitely the optimum word, if you want more than just a job, I would encourage anyone to come to the Society as there are so many opportunities to progress and move around different areas of the business to learn new skills. Hence the reason that so many people around the business have spent most of their working life here.  

What’s your best career advice?

If someone offers you an amazing opportunity and you aren’t sure if you can do it, say yes, and learn how to do it later.