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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 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
- Must be within a 45-minute commute of the branch.
- No holiday can be taken during the first three weeks of training.
- Take pride in helping customers feel confident, supported, and listened to.
- Demonstrate patience, empathy, and strong people skills to understand customer needs.
- Comfortable working in a fast-paced environment with shifting priorities.
- Ability to stay calm under pressure, adapt quickly, and approach change positively.
- Confident using technology and digitally savvy.
- Enjoy working as part of a high-performing team.
- Communicate clearly and naturally with people.
- Take ownership to get things done, acting with care and integrity.
- Demonstrate customer-first behaviors: Feel what customers feel, Say it straight, Push for better, Get it done.
Skills
- Customer service
- Communication
- Problem-solving
- Adaptability
- Teamwork
- Digital literacy
Location
- Edgware, Middlesex
Work Type
- Permanent
- Full-time
- 35 hours per week
Experience Level
- Not specified
Education Level
- Not specified
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.
- We challenge the financial sector status quo, prioritizing customer needs.
- We share profits with our members and are committed to fairer finances.
- Nationwide was named Moneyfacts 2026 Branch Network of the Year.
- We are purpose-driven, uncompromisingly customer-focused, and unstoppably Nationwide.
Equal Opportunity
- Nationwide is a Disability Confident Level 3 Leader.
- We are 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.