West Brom Building Society launches side-by-side assistance across all branches to help customers with digital needs

The initiative enables customers to receive one-to-one support from a Customer Service Advisor using an iPad in branch. Advisors are on hand to sit with customers and guide them through a range of online tasks, such as opening a savings account or simply talking through products on the website, with no appointment required.

Steven Crump, Sutton Coldfield Branch Manager at the West Brom, who was part of the initial rollout, explained: “For some customers, getting started online can feel like a big step. Having someone sit alongside them in branch, showing them how it works in real time, makes such a difference. You can see their confidence grow with every click. It’s all about giving people the reassurance and support they need to feel comfortable managing their money digitally, and it’s another way we’re here for our community.”

The side-by-side assistance is part of the West Brom’s commitment to ensuring banking remains accessible to everyone, whether customers prefer to manage their finances in person, online, or by phone.

Heather Hazely, Head of Distribution, at West Brom Building Society, added: “Digital access is becoming a bigger part of everyday life, but not everyone feels confident using online banking straight away. This initiative is about giving customers that confidence. It’s a practical way to bridge the gap between traditional and digital banking, and it supports our wider purpose to make sure every customer can access the help they need, in the way that suits them best.”