The Co-operative Bank has opened its new Takapuna Customer Hub this month, marking a significant milestone in the Bank's commitment to Auckland and its Future Bank Strategy.
The Hub model is an innovation for the Bank and represents a major investment in delivering enhanced customer service while maintaining the personal touch that has made the Bank a market leader in customer satisfaction.
The Takapuna Customer Hub introduces a new approach for The Co-operative Bank, bringing together in-branch services for customers with national specialist support and inbound operations teams under one roof. This co-location model is designed to foster collaboration, efficiency, and specialisation while delivering a seamless experience for customers across New Zealand.
“The Takapuna Customer Hub is an important step in delivering on The Co-operative Bank's vision to be a stronger, more scalable and sustainable co-operative. We've chosen Takapuna as part of our strategy to grow the Co-operative and keep delivering better outcomes for our customers, who are also our owners" said Catherine Bateman, Chief Customer and Marketing Officer.”
As customer needs and preferences evolve, the Bank is taking a multi-channel approach that empowers customers to self-serve when they choose to, while ensuring meaningful in-person interactions remain available when needed. The Hub will serve as a testing ground for new ideas and innovations before they are rolled out across the wider network.
“Customer needs and preferences are changing. We want to empower customers to self-serve when they want to, and for our people to have time and space to have meaningful conversations with customers" she said.
The replacement is being delivered in phases to minimise disruption, with customers expected to see changes from late 2026.
The Takapuna Customer Hub represents a significant investment in the Bank's Auckland presence and demonstrates confidence in the region's future. By establishing this Hub, The Co-operative Bank is building on its strengths in customer service while positioning itself to deliver award-winning service in new and innovative ways.
The Hub is one of several initiatives in the Bank's Future Bank Strategy, which aims to create efficiencies that enable greater investment in the services customers want and expect. This strategy reflects the Bank's ambitions to strengthen its reputation for exceptional customer service.
About The Co-operative Bank
We’re proud to be 100% NZ owned and 100% owned by our customers and we take the service we offer our customers very seriously. We are the only bank that shares its profits directly with customers in the form of rebates when we make sufficient profit. Since 2013, we’ve shared over $24 million with customers.
Customers have voted us the winners of Consumer People's Choice Award for four years running, making us the recipients for nine out of the last ten years. We are also proud members of the B Corp movement which recognises businesses that meet better standards of social and environmental performance.