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About the Role
As a Customer Representative, you will make a real impact from day one. You’ll be a key part of the branch team, supporting customers in person, over the phone, and online. You’ll help with everyday transactions, answer queries, and guide customers towards banking services and digital tools that make managing their money easier. No two days are the same, and you’ll be trusted to adapt your approach to meet the needs of different customers and situations. We exist to do what’s right for customers, taking the time to listen, offering trusted guidance, and supporting people through everyday banking moments and lifechanging decisions.
Responsibilities
- Deliver great customer experiences across a range of banking moments, supporting customers with care, clarity, and confidence whether they visit in branch, speak over the phone, or use digital services.
- 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 banking products and services that are right for them, helping them manage their money with confidence.
- Work closely with colleagues in a busy branch environment, supporting one another to deliver excellent customer service, even at peak times.
- Take responsibility for doing things the right way by following processes, spotting potential issues, and escalating concerns where needed to protect customers and Nationwide.
Requirements
- Experience or a passion to work in a customer service environment is beneficial.
- Ability to help customers feel confident, supported, and listened to, even when things are busy or complex.
- Patience, empathy, and strong people skills to understand customers' banking needs.
- Comfortable working in a fast-paced environment with shifting priorities.
- Ability to stay calm under pressure, adapt quickly, and approach change with a positive mindset.
- Comfortable using technology and digitally savvy.
- Enjoy working as part of a high-performing team.
- Clear and natural communication skills, with the ability to guide customers face to face, on the phone, and through digital services.
- Ability to take ownership to get things done, and 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
- Banking transactions
- Query handling
- Digital services
- Communication
- Teamwork
- Problem-solving
- Adaptability
- Technology proficiency
Location
- Kensington, Middlesex area
Work Type
- Full-time
- 35 hours per week
- Monday to Saturday
Experience Level
- No specific experience in banking required
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.
- 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, 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.