Overview
Making a meaningful difference for our customers, every day. As a Customer Representative, you will make a real impact from day one.
We are committed to keeping all 696 of our branches open until at least 2030, remaining a tangible choice for customers in 148 towns. You will play a local, supportive role, offering trusted guidance and ensuring customers and communities remain connected to face‑to‑face banking.
Where you’ll be working
The role is based in Holborn, Greater London and is a 12‑month Fixed Term Contract on a full‑time schedule of 35 hours per week, Monday to Saturday.
The branch operates as a multi‑skilled site and is closed to the public every Monday and Friday. During closure days you will primarily support customers via our savings line, while also attending to banking enquiries over the phone.
Applicants must be within a 45‑minute commute of the branch.
Responsibilities
* Deliver great customer experiences across a range of banking moments.
* Welcome customers, understand their needs and provide trusted, friendly help with banking.
* Handle a range of transactions and queries accurately while prioritising security and fairness.
* Guide customers through banking products and services that are right for them.
* Work closely with colleagues in a busy branch environment, supporting one another during peak times.
* Follow processes, spot potential issues and appropriately escalating concerns to protect customers and Nationwide.
* Uphold the same high standard of service for customers who visit in‑branch, speak on the phone or use digital services.
Qualifications
* No prior banking experience required; a background or passion for customer service is preferred.
* Demonstrated ability to help customers feel confident, supported and listened to, even under pressure.
* Patience, empathy, strong people skills and the capacity to understand customers’ banking needs.
* Ability to work efficiently in a fast‑paced, shifting priority environment.
* Calmness under pressure, adaptability, and a positive mindset towards change.
* Digital literacy and confidence in using technology.
* Strong teamwork ethic, believing that excellent customer experiences are built through collaboration.
* Excellent clear communication across face‑to‑face, phone and digital channels.
* Ownership and integrity when protecting customers and their funds.
Behaviours
* Feel what customers feel – step into their shoes and use their feedback.
* Say it straight – speak honestly and openly, using plain language.
* Push for better – constantly challenge the status quo and pursue improvement.
* Get it done – prioritise impact, act decisively and take accountability for outcomes.
Benefits
• 25 days holiday per year (increases to 30 over time), with the option to buy up to 10 extra days each year.
• Wellhub access for health and wellness.
• Up to 2 days of paid volunteering a year.
• Ongoing training and development.
• Annual performance‑related bonus.
• Private medical insurance.
• Competitive pension.
• Life assurance.
• Additional benefits via our salary sacrifice scheme.
* London top‑up payment of £4,100 per annum, pro rata.
Disability Confident
Nationwide is a Disability Confident Level 3 Leader and continually evolves our policies to support inclusion.
Job Info
* Job Identification 3677
* Apply Before 06/10/2026, 10:55 PM
* Locations Post Building, London, Greater London, WC1A 1BA, GB
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