Customer Consultant - Thornaby

As a Customer Consultant, you’ll make a real impact from day one.

You’ll be a key part of the Thornaby branch team, supporting customers in person and over the phone.

You’ll handle everyday transactions, answer queries, and guide customers towards banking services and digital tools that make managing their money easier.

No two days are the same, and you’ll adapt your approach to meet the needs of different customers and situations.

We exist to do what’s right for customers, listening, offering trusted guidance, and supporting people through everyday banking moments and life‑changing decisions.

When you’re inspired by fairer finances, passionate about making a meaningful difference, and truly care about customers, you’re one of us: an advocate for positive change.

Where you’ll be working

We’re looking for a Customer Consultant for our Virgin Money branch in Thornaby, North Yorkshire.

This role is a permanent position, working 35 hours per week, Monday to Saturday.

Our training is designed to set you up for success.

The first three weeks are important; no holiday is taken during this time.

Your start date will be confirmed once an offer is made.

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, with a phased integration over the coming years.

You’ll be employed by Nationwide from day one, gaining a competitive benefits package.

• What you’ll get
• 25 days holiday per year, increasing to 30 and the option to buy up to 10 extra days.
• Wellhub access for a range of free and paid health and wellness options.
• Up to 2 days of paid volunteering a year to support causes that matter.
• Ongoing training and development to grow your skills in banking.
• An annual performance‑related bonus to recognise your impact.
• Private medical insurance to support your health and wellbeing.
• A highly competitive pension.
• Life assurance to provide peace of mind for you and your loved ones.
• A selection of additional benefits through our salary sacrifice scheme.
• What you’ll be doing
• Welcome customers into the branch and understand their needs, offering friendly help.
• Handle a range of transactions and queries accurately, keeping customer needs, security and fairness front of mind.
• Help customers get the most from our digital services, making banking easier, simpler and more accessible.
• Guide customers through banking products and services that fit their needs.
• Work closely with colleagues to deliver excellent service even at peak times.
• Follow processes, spot potential issues, and raise concerns to protect customers.

About you

• You take pride in helping customers feel confident, supported and listened to, even when busy or complex.
• You bring patience, empathy and strong people skills to understand customers’ banking needs.
• You are comfortable working in a fast‑paced environment, where priorities shift and no two interactions are the same.
• You stay calm under pressure, adapt quickly, and embrace change with a positive mindset.
• You are confident using technology and digitally savvy.
• You enjoy working as part of a high‑performing team and understand that great experiences are built through a strong team.
• You communicate clearly and confidently guide customers face‑to‑face, on the phone, and through digital services.
• You take ownership to get things done, acting with care and integrity to protect customers and their money.
• You are motivated to learn, grow and deepen your knowledge of banking products and services over time.
• Job Info
• Location: York House, Thornaby, TS17 9PL, GB
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