Rachel Harper
Senior Team Manager, Moments of Truth
05 January 2021
2 min read

Rachel is a Senior Team Manager based in Newport, South Wales. She started her career 18 years ago when she joined the Group as a telephone agent, supporting customers with their general banking enquiries. 

Since then Rachel has had a range of roles, in which she’s been able to gain a variety of new skills and experiences. 

In 2017 Rachel’s passion for supporting customers found her leading a brand new team; the Group’s ‘Moment of Truth Team’, who provide customers with dedicated financial support during times of vulnerability, working alongside organisations such as Macmillan Cancer, Customer Bereavement, Representative Access and British Sign Language.

“My ‘Moments of Truth Team’ is made up of 100 specialist colleagues who are based in Newport Contact Centre, South Wales. The team was originally formed to help vulnerable customers facing key ‘moments of truth’ in their personal circumstances; offering expert support and guidance with their financial needs.”

Customers are handled with empathy and understanding, and my team’s objective is to always improve the customer’s situation in their hour of need. To best equip my team for these interactions they have received comprehensive training including support from MacMillan nurses and have worked in collaboration with the British Bankers Association to develop and embed the bereavement principles.

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