At Nationwide, a Customer Representative role is having the ability to best support our customers with our great services, across all our channels. From transactions on the till, allocated time handling inbound calls from customers, to supporting product applications through digital sales. Providing first class service in person, via phone and online - but don’t worry you will be trained up on this.
It is an important role within the branch, and we are the gateway to protecting and looking after our customers working closely as a team.
We need a Customer Representative for our branch in Saffron Walden. This branch is a multiskilled location and closed to the public every Monday and Thursday. On these closure days, you will primarily support customers by taking calls on our savings line; however, banking support will also be required. Providing the same level of exceptional service to our customers with their everyday banking & savings enquiries but over the phone.
This role is a permanent position working full time, 35 hours per week, Monday to Saturday.
More rewarding. From 1 July 2025, salaries for this role will increase to £25,250.
If this role is advertised as part-time, the salary will be pro-rata.
You’ll need to be within a 45-minute commute of the branch you’re applying to work in. Here’s the good news: Whilst major banks continue to close branches, we’re keeping ours open. Nationwide’s commitment to the High Street means we now have the UK’s largest network, with over 600 branches. So if the location you’re considering is outside the 45-minute radius, please check our other vacancies closer to you.
Your training will be based virtually in branch.
Our training pathway is designed to ensure you are successful in your role, and the first 3 weeks are crucial to your career journey with us. During those initial weeks, we ask that no holiday be taken.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as possible.
What you’ll be doing
Every branch is different, and we are all in this together working to have the best version of our branches!
What can’t a Customer Representative do? The great part about this role is its versatility. There is an opportunity to work on the counter completing transactions and educating customers on our digital services and easier ways to bank with us. A large part of the role involves dealing with customer queries through various channels, including online and via phone. In your multiskilled days, you will also take customer calls.
We build our knowledge day in and day out to ensure we can answer all our customers' queries. They are the most important part of our day.
On your multiskilled days, you will:
* Build meaningful relationships with customers via their preferred channel of choice.
* Navigate the world of banking and savings, providing expert guidance and support to customers over the phone.
* Solve customer queries and turn challenges into opportunities to deliver customer satisfaction in every call.
* Thrive in a fast-paced environment where your decisions can make a real difference in people’s lives.
* Experience the exhilaration of working in a sector that’s constantly evolving, with new technologies and trends to conquer, allowing you to stay ahead of the curve by mastering the latest product and process regulations.
* Embrace the challenge of meeting our goals, with the satisfaction of knowing you're helping to shape the future of Multiskilled Banking.
About you
We’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because our customers are made up of many different kinds of people, and we want our employees to be just as diverse.
Are you someone who really does want to make a difference for our customers? Working for a building society, you will have the opportunity to change someone’s life for the better. You’ll take care of our customers, guiding them through online banking and discussing our range of services while adapting your style to suit all our customer’s needs. You need to be comfortable using digital tools and applications.
We are the front line in protecting our customers, building our society.
Our customer-first behaviors put customers and members at the heart of how we work together. They are the set of behaviors that every colleague needs to display, in every role:
* Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathize with them and understand their needs, so that every decision we make starts and finishes with our customers in mind.
* Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions, and using language everyone can understand.
* Push for better - We don’t settle for mediocrity; we challenge the status quo, taking responsibility for continuous improvement and personal development.
* Get it done - We prioritize what will have the greatest impact, are decisive, and take accountability for delivering brilliant customer outcomes.
You can strengthen your application by showing how our customer-first behaviors resonate with you and where you may have already demonstrated these.
The extras you’ll get
There are various employee benefits at Nationwide, including:
* A personal pension – if you contribute 7% of your salary, we’ll top up by a further 16%
* Up to 2 days of paid volunteering per year
* 25 days holiday, pro-rata
* Life assurance worth 8x your salary
* A range of benefits through our salary sacrifice scheme
* Access to an annual performance-related bonus
* Training to help you develop and progress your career
* Wellhub – Access to health and wellness options
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we’re owned by our members—those customers who bank, save, or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of profit; we share our profits with them and put their needs first. Always there when they need us, supporting them and their lives.
If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate our achievements. As a standard-setter, we work for the good of customers, communities, and society at large.
We are Purpose-driven. Uncompromisingly Customer. Unstoppably Nationwide.
What to do next
If this role is for you, please click the ‘Apply Now’ button. Attach your up-to-date CV and answer a few questions.
Once received, we will invite you to complete online assessments, including situational judgment, checking, and numerical tests, within 48 hours. You can also access hints, tips, and videos about working at Nationwide in your candidate hub.
We respond to everyone, and you will be contacted after the closing date with the outcome of your application.
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