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- Tasks: Engage with customers via Live Chat and phone, providing expert support for credit card queries.
- Company: Join a dynamic team at Nationwide, where customer satisfaction is our top priority.
- Benefits: Enjoy private medical insurance, a competitive pension, and annual performance bonuses.
- Other info: Hybrid working model with opportunities for career progression and paid volunteering.
- Why this job: Make a real difference by helping customers and building lasting relationships.
- Qualifications: Strong customer service experience and basic tech skills required.
The predicted salary is between 30000 - 40000 £ per year.
Our Credit Cards teamwork in a fast-paced, exciting environment where no two days are the same. There’s a buzz in the department, and it’s the sound of us delightfully surprising our customers! We provide a fantastic all-round experience for new and existing customers, supporting them with a digital-first attitude and generally impressing them with our credit card support and expertise. Making our customers happy involves us building strong relationships, solving problems and having great conversations through our live chat, telephony, and social platforms.
Our opening hours are from 8am - 6pm, Monday to Friday, and Saturday 9am - 3pm. Shifts fall within these opening times following assigned shift patterns, such as 08:00am - 15:30pm or 10:30am - 18:00pm. You would also be expected to work the occasional Saturday shift for which you would be given a day off during the week.
At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job, you'll spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at either our Glasgow or Gosforth hubs.
The extras you’ll get:
- Access to private medical insurance
- A highly competitive pension to help you build a strong foundation for retirement
- Access to an annual performance-related bonus
- Training and development to help you progress your career
- A great selection of additional benefits through our salary sacrifice scheme
- Life assurance to provide peace of mind for you and your loved ones in the event of your death
- Wellhub – access to a range of free and paid options for health and wellness
- Up to 2 days of paid volunteering a year
What you’ll be doing:
- Speak with our customers through various platforms such as Live Chat and over the Phone, supporting them with their queries and questions.
- Action changes and requests and provide expert support and information around our Credit Card products and accounts.
- Work towards, and achieve, excellent customer outcomes managing internal admin procedures whilst having a digital-first attitude so our customers can leave a conversation with the capacity to support themselves moving forward.
- Be expected to go the extra mile for our vulnerable customers, providing extra support and showcasing interactions that you wouldn’t get anywhere else.
About you:
- Strong experience delivering exceptional customer service in either a digital or face-to-face environment, with a focus on creating a positive, lasting impression.
- Telephony experience with the ability to effectively assist customers in a remote capacity.
- Speed, accuracy, and the confidence to provide expert service.
- An open mind to learn and adapt to processes within our area.
- Basic technological expertise of handling multiple applications at once.
Our customer first behaviours:
- Feel what customers feel – We step into our customers’ shoes, using their feedback and insights to empathise with them and to 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 prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.
Banking Associate employer: Description This
Contact Detail:
Description This Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Banking Associate
✨Tip Number 1
Get to know the company culture! Before your interview, check out their social media and website to see how they interact with customers. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about making customers happy, think of examples from your past experiences where you've gone the extra mile. Be ready to share these stories during your interview.
✨Tip Number 3
Be prepared for a digital-first approach! Brush up on your tech skills and be ready to discuss how you can handle multiple applications at once. Showing confidence in this area will impress your interviewers.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team. Don’t miss out on this opportunity!
We think you need these skills to ace Banking Associate
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in delivering exceptional customer service. We want to see how you've created positive experiences for customers, whether that's through live chat or face-to-face interactions.
Be Authentic and Honest: When writing your application, be yourself! We value honesty and directness, so don’t hesitate to share your thoughts and perspectives. This will help us understand how you align with our customer-first behaviours.
Tailor Your Application: Take the time to tailor your application to the Banking Associate role. Mention specific skills and experiences that relate to the job description, especially around problem-solving and building relationships with customers.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to us directly, and you can easily keep track of your application status!
How to prepare for a job interview at Description This
✨Know Your Customer Service Stuff
Brush up on your customer service skills, especially in a digital environment. Be ready to share specific examples of how you've delighted customers in the past, whether through live chat or phone calls. This will show that you understand the importance of creating positive experiences.
✨Familiarise Yourself with Credit Card Products
Take some time to research the credit card products offered by the company. Understanding the features and benefits will help you answer questions confidently and demonstrate your enthusiasm for the role. Plus, it shows you're proactive!
✨Practice Empathy and Problem-Solving
Prepare to discuss how you would handle various customer scenarios, especially with vulnerable customers. Think about how you can step into their shoes and provide tailored support. This aligns perfectly with the company's customer-first behaviours.
✨Be Ready for Shift Patterns
Since the role involves working specific shifts, be prepared to discuss your availability. Show that you're flexible and willing to adapt to the required hours, including the occasional Saturday shift. This demonstrates your commitment to the team and the role.