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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 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.
- 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 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.
- Comfort 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.
- Must be within a 45-minute commute of the branch.
Skills
- Customer service
- Communication
- Problem-solving
- Adaptability
- Teamwork
- Digital literacy
Location
- Bromley, Greater London
Work Type
- Permanent
- Full-time
- 35 hours per week
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
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.
- The company is committed to maintaining its branches, with a promise that all 696 branches will remain open until at least 2030.
- Nationwide was named Moneyfacts 2026 Branch Network of the Year.
- The company culture is purpose-driven, customer-focused, and aims to make a positive impact on 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.
- They offer additional support throughout the application journey for individuals with specific needs.