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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. This role is crucial in maintaining face-to-face banking accessibility and providing local support to communities.
Responsibilities
- Deliver great customer experiences across a range of banking moments.
- Welcome customers into the branch, understand their needs, and offer friendly banking help.
- Handle transactions and queries accurately, prioritizing customer needs, security, and fairness.
- Guide customers through suitable banking products and services to help them manage their money confidently.
- Collaborate with colleagues in a busy branch environment to deliver excellent customer service.
- Adhere to processes, identify potential issues, and escalate concerns to protect customers and Nationwide.
Requirements
- Take pride in helping customers feel confident, supported, and listened to.
- Demonstrate patience, empathy, and strong people skills to understand customer banking needs.
- Comfortable working in a fast-paced environment with shifting priorities.
- Maintain calmness under pressure, adapt quickly, and approach change positively.
- Confident using technology and digitally savvy.
- Enjoy working as part of a high-performing team.
- Communicate clearly and naturally with people.
- Confidently guide customers face-to-face, on the phone, and through digital services.
- Take ownership to get things done.
- Act 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
- Communication
- Problem-solving
- Adaptability
- Teamwork
- Digital literacy
Location
- Enfield, London
Work Type
- Full-time
- Fixed Term Contract
Experience Level
- Not specified
Education Level
- Not specified
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
- Access to private medical insurance
- Competitive pension scheme
- Life assurance
- Salary sacrifice scheme for additional benefits
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.
- We are purpose-driven, uncompromisingly customer-focused, and unstoppably Nationwide.
- We are committed to providing fair, rewarding, and socially beneficial banking.
Equal Opportunity
- We are a Disability Confident Level 3 Leader, committed to supporting, valuing, and empowering inclusion.
- We ensure everyone feels genuinely supported and valued.
- We provide additional support for any needs throughout the application journey.