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About the Role

As a Customer Representative, you will make a real impact by supporting customers in person, over the phone, and online. You'll handle everyday transactions, answer queries, and guide customers towards banking services and digital tools. Your role is crucial in adapting to diverse customer needs and situations, ensuring meaningful and accessible face-to-face banking on the high street.

Responsibilities

Deliver great customer experiences across a range of banking moments.
Welcome customers into the branch and understand their needs, offering friendly help with their banking.
Handle a range of transactions and queries accurately, prioritizing customer needs, security, and fairness.
Guide customers through appropriate banking products and services to help them manage their money confidently.
Collaborate with colleagues in a busy branch environment to deliver excellent customer service, especially during peak times.
Adhere to processes, identify potential issues, and escalate concerns to protect customers and Nationwide.
Play a vital role in keeping face-to-face banking meaningful and accessible on the high street.

Requirements

Experience or a passion for working in a customer service environment is beneficial.
Ability to help customers feel confident, supported, and listened to, even during busy or complex situations.
Patience, empathy, and strong people skills to understand customer banking needs.
Comfort working in a fast-paced environment with shifting priorities.
Ability to remain calm under pressure, adapt quickly, and approach change positively.
Confidence using technology and being digitally savvy.
Enjoyment of working as part of a high-performing team.
Clear and natural communication skills for face-to-face, phone, and digital interactions.
Ownership to get things done with care and integrity to protect customers and their money.
Demonstrate customer-first behaviours: Feel what customers feel, Say it straight, Push for better, Get it done.

Skills

Customer service
Banking transactions
Query handling
Digital services guidance
Teamwork
Communication
Problem-solving
Adaptability
Technology proficiency

Location

Croydon, Greater London area

Work Type

Full-time
35 hours per week

Experience Level

No prior banking experience required

Salary/Compensations

London top up payment of £2,093 per annum, pro rata

Benefits

25 days holiday per year, increasing over time to 30
Option to buy up to 10 extra days of holiday each year
Wellhub access for health and wellness options
Up to 2 days of paid volunteering per year
Ongoing training and development
Annual performance-related bonus
Private medical insurance
Competitive pension scheme
Life assurance
Additional benefits through salary sacrifice scheme

About the Company

Nationwide is a mutual organization owned by its members, challenging the financial sector status quo by prioritizing customer needs and sharing profits.
Nationwide is the 2026 Branch Network of the Year as recognized by Moneyfacts.
All 696 branches will remain open until at least 2030, with Nationwide being the last branch on the high street in 148 towns.
The company is purpose-driven, customer-focused, and committed to doing what's right for customers, communities, and society.

Equal Opportunity

Nationwide is a Disability Confident Level 3 Leader, committed to evolving policies and practices to ensure everyone feels supported, valued, and empowered.
Provides additional support for candidates with specific needs throughout the application journey.