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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. You'll be trusted to adapt your approach to meet diverse customer needs and situations, playing a vital local role in our communities.
Responsibilities
- Deliver great customer experiences across a range of banking moments.
- Welcome customers into the branch, understand their needs, and offer trusted, friendly help with their banking.
- Handle a range of transactions and queries accurately, while keeping customer needs, security, and fairness front of mind.
- Guide customers through banking products and services that are right for them, helping them to manage their money with confidence.
- Work closely with colleagues within a busy branch environment, supporting one another to deliver excellent customer service even at peak times.
- Take responsibility for doing things the right way, following processes, spotting potential issues, and escalating concerns where needed to protect customers and Nationwide.
- Play a vital role in keeping face-to-face banking meaningful and accessible on the high street, helping customers to feel supported, respected, and confident in their banking.
Requirements
- Experience or a passion to work in a customer service environment.
- Ability to take pride in helping customers feel confident, supported, and listened to, even when things are busy or complex.
- Patience, empathy, and strong people skills to fully understand customers' banking needs.
- Comfort working in a fast-paced environment where priorities can shift.
- Ability to stay calm under pressure, adapt quickly, and approach change with a positive mindset.
- Confidence using technology and being digitally savvy.
- Enjoyment of working as part of a high-performing team.
- Clear and natural communication with people, with the ability to confidently guide customers face to face, on the phone, and through digital services.
- Ownership to get things done, and acting 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
- Hounslow, Greater London
Work Type
- Full-time
- 35 hours per week
- Monday to Saturday
Experience Level
- No experience in banking 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
- Access to private medical insurance
- Competitive pension
- Life assurance
- Salary sacrifice scheme for additional benefits
About the Company
- Nationwide is a mutual organization owned by its members.
- We challenge the financial sector status quo, prioritizing customer needs and sharing profits with them.
- We are purpose-driven, uncompromisingly customer-focused, and unstoppably Nationwide.
- We are committed to fairer finances, making a meaningful impact, and caring for our customers.
- We offer a rewarding career where colleagues are challenged to grow, valued, and recognized.
Equal Opportunity
- We are a Disability Confident Level 3 Leader.
- We are constantly evolving our policies and practices to ensure everyone feels genuinely supported, valued, and empowered to champion inclusion.
- We are here to support you with any additional support needed throughout your application journey.