This time last year, we could never have to imagined that a global pandemic would cause the world to ‘stand still’. As the NHS Credit Union is delivering to members who are on the front line of defence, care and treatment in this pandemic, as keyworkers we were acutely aware of the need to change our practices and approach to meeting member needs under these very different of times.
Thankfully, our digital transformation programme which had been well underway enabled the quick and successful implement of home working. Members remained able to access our services online, from withdrawing money at the touch of a button on our mobile banking app to applying for a paperless loan through our Nivo messaging app. The speed at which members and staff were able to adapt to this change was phenomenal and the standard of our service to members only improved with opening hours on a more flexible footing supporting early morning and evening engagement with members who were working long intensive shift patterns during the initial months of addressing the pandemic.
We received fantastic feedback from members who were delighted we went the extra mile for them, “I wanted to let you all know that services like yours, are essential to me. Please take care & thank you”.
We also thought it to be important to create a COVID-19 help guide, with advice and useful links on mental health and budgeting – you can find this page here.
As the months have passed and various lockdown measures have changed, we at the NHS Credit Union have been able to accommodate some staff back to working safely within the office space in the full knowledge that if we require to return to all remote working we can do instantly.