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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 on the high street, ensuring customers feel supported, respected, and confident.

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 friendly banking assistance.
Handle transactions and queries accurately, prioritizing customer needs, security, and fairness.
Guide customers to 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 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.
Confidence in 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 and act 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
Communication
Problem-solving
Adaptability
Teamwork
Digital literacy
Interpersonal skills

Location

Ilford, 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 £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
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.
The company is committed to maintaining its 696 branches until at least 2030, serving as the last branch in 148 towns and playing a local role for customers and communities.
Nationwide is dedicated to doing what's right for customers, offering trusted guidance and support through everyday banking and significant life decisions.
Recognized as the 2026 Branch Network of the Year by Moneyfacts.

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.