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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 assist with everyday transactions, answer queries, and guide customers towards banking services and digital tools. This role is crucial in maintaining face-to-face banking accessibility on the high street, ensuring customers feel supported and confident.
Responsibilities
- Deliver great customer experiences across a range of banking moments.
- Welcome customers into the branch and understand their needs, offering friendly banking help.
- Handle transactions and queries accurately, prioritizing customer needs, security, and fairness.
- Guide customers through appropriate banking products and services to help them manage their money.
- Collaborate with colleagues in a busy branch environment to deliver excellent customer service.
- Follow processes, identify potential issues, and escalate concerns to protect customers and the company.
Requirements
- Experience or a passion for working in a customer service environment.
- Ability to help customers feel confident, supported, and listened to, even during busy or complex times.
- 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 complete tasks with care and integrity to protect customers and their money.
- Demonstrate customer-first behaviors: Feel what customers feel, Say it straight, Push for better, Get it done.
Skills
- Customer service
- Banking transactions
- Query handling
- Product and service guidance
- Teamwork
- Problem-solving
- Communication
- Digital literacy
- Adaptability
- Patience
- Empathy
Location
- Wood Green, Greater London
Work Type
- Permanent
- Full-time
- 35 hours per week
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- London top up payment of £4,100 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 committed to providing fairer, more rewarding financial services for the good of society.
- We are Purpose-driven, Uncompromisingly Customer, and Unstoppably Nationwide.
Equal Opportunity
- Nationwide is a Disability Confident Level 3 Leader, committed to evolving policies and practices to ensure everyone feels supported, valued, and empowered.
- We provide additional support for candidates with specific needs throughout the application journey.