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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 assist with daily transactions, address inquiries, and guide customers to banking services and digital tools that simplify money management. This role is crucial in maintaining accessible face-to-face banking on the high street, ensuring customers feel supported, respected, and confident.
Responsibilities
- Deliver great customer experiences across a range of banking moments via branch, phone, or digital services.
- Welcome customers, understand their needs, and offer friendly banking assistance.
- Handle transactions and queries accurately, prioritizing customer needs, security, and fairness.
- Guide customers to suitable banking products and services to help them manage their money confidently.
- Collaborate with colleagues in a busy branch environment to deliver excellent customer service.
- 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.
- 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 and act with care and integrity.
- Alignment with customer-first behaviors: Feel what customers feel, Say it straight, Push for better, Get it done.
Skills
- Customer service
- Communication
- Problem-solving
- Adaptability
- Digital literacy
- Teamwork
- Interpersonal skills
Location
- Feltham, Greater London
Work Type
- Permanent
- Part-time
- 28 hours per week
- Monday to Thursday
Experience Level
- No prior banking experience 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 scheme
- Life assurance
- Additional benefits through salary sacrifice scheme
About the Company
- Nationwide is a mutual building society owned by its members.
- We challenge the financial sector status quo by prioritizing customer needs and sharing profits.
- We are committed to fairer finances, making a meaningful impact, and caring for our customers.
- We foster a culture where colleagues are challenged to grow, rewarded, valued, and recognized.
- Our values are Purpose-driven, Uncompromisingly Customer, and Unstoppably Nationwide.
Equal Opportunity
- We are a Disability Confident Level 3 Leader.
- We are committed to evolving policies and practices to ensure everyone feels supported, valued, and empowered to champion inclusion.
- We provide support for any additional needs throughout the application journey.