For a second consecutive year, we have been awarded Bank of the Year – Customer Service in the 2026 Money Magazine Consumer Finance Awards.
The award highlights the personal, accessible and community-led approach to banking, through our commitment to delivering consistently high levels of service across every customer touchpoint.
Paul Juergens, Chief Distribution Officer at NGM Group was proud of the longstanding customer service.
“Newcastle Permanent is here to serve our customers and communities, and we understand that they value support that is accessible, quick and simple,” Paul said.
"Consecutive recognition reflects the continued strength of the organisation’s people, purpose and commitment to customer service.”
With teams handling a broad range of enquires from everyday transactions to complex issues, we have continued to invest in technology to streamline workflows and improve experiences for both employees and customers, such as automated document retrieval system in our contact centre which reduces the amount of time a customer needs to spend on the phone.
As we invest in technology it remains important that we continue to ensure that our customers can seek services and support from someone who has a genuine understanding of their needs, which is why we are proud to maintain a Hunter-based contact centre.
This means that when customers call up they aren’t just hearing a voice on the end of the phone, they are hearing from a team member that also lives in a regional community.
“Winning this award for a second year in a row is a proud achievement and one that belongs to our people,” Paul said.
“Our frontline teams play such an important role in bringing our customer-first approach to life. This award is a reflection of their consistent dedication, professionalism and genuine care for each person that walks into our branches or contacts us.”