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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 adapt your approach to meet diverse customer needs and situations, playing a vital local role in communities.
Responsibilities
- Deliver great customer experiences across a range of banking moments, supporting customers with care, clarity, and confidence.
- Welcome customers into the branch, understand their needs, and offer trusted, 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 as needed to protect customers and the company.
- Maintain meaningful and accessible face-to-face banking on the high street, ensuring customers feel supported, respected, and confident.
Requirements
- Take pride in helping customers feel confident, supported, and listened to, even during busy or complex situations.
- Demonstrate patience, empathy, and strong people skills to understand customers' banking needs.
- Comfortable working in a fast-paced environment with shifting priorities.
- Maintain composure under pressure, adapt quickly, and approach change positively.
- Proficient in using technology and digitally savvy.
- Enjoy working as part of a high-performing team and understand the importance of teamwork in customer experience.
- Communicate clearly and naturally with people, guiding customers face-to-face, over the phone, and through digital services.
- Take ownership to complete tasks and act with care and integrity to protect customers and their money.
- Reside within a 45-minute commute of the branch applied for.
- No holiday to be taken during the first three weeks of training.
Skills
- Customer service
- Banking transactions
- Query handling
- Digital tools
- Communication
- Adaptability
- Teamwork
- Problem-solving
- Technology proficiency
Location
- Kingston Upon Thames, Greater London
- New Malden, Greater London
- Surbiton, Greater London
- Worcester Park, Greater London
- Morden, Greater London
Work Type
- Full-time
- Part-time
- Onsite
Experience Level
- Entry level
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's status quo by prioritizing customer needs and sharing profits.
- We are committed to providing fair, rewarding, and socially beneficial banking services.
- We are the 2026 Branch Network of the Year, recognized by Moneyfacts.
- Our Branch Promise ensures all 696 branches remain open until at least 2030, offering customers choice in how they bank.
- We are the last branch on the high street in 148 towns, playing a significant local role for customers and communities.
Equal Opportunity
- Nationwide is a Disability Confident Level 3 Leader, committed to evolving policies and practices to ensure everyone feels supported, valued, and empowered to champion inclusion.
- We provide additional support throughout the application journey for individuals with specific needs.