A North-East girl through-and-through, Nicola grew up in Ormesby, and today lives practically round the corner from her childhood home.

As our Mortgage Support Operations manager, Nicola and her team are responsible for ensuring our customers enjoy a seamless experience as their mortgage application is completed, and beyond.

Nicola discovered her interest in financial matters during a Business and Finance BTEC after leaving school. At the same time, she started a youth training scheme with the Evening Gazette, performing so well that the newspaper offered her a job as a copy typist.

However, Nicola’s interest in finance persisted, leading her to a role with Churchill Insurance, and later with First Source, a financial services outsourcing provider. It was there that Nicola met a future colleague: Nikki Barker, now our Director of People and Culture.

From First Source, Nicola was approached by a recruitment agency and started with us as a Senior Customer Support Team Leader, before steadily moving up the ladder to her current role as our Operations Manager.

She takes her role seriously, and relishes the chance to take on-board members’ feedback, look for ways to improve the Society’s service, and make the mortgage completion process a smooth one.

Why has Nicola stayed at Darlington Building Society? “It’s the people,” she says.

“I never feel like our customers, my staff, or myself are ‘just numbers’ to the Society. People are at the heart of everything we do. Darlington Building Society looks after its customers, and looks after its staff – it really is like a family.”