Branch Customer Advocate | Local Banking & Service in Holloway

Making a meaningful difference for our customers, every day. As a Customer Representative, you will make a real impact from day one. You’ll be a key part of the branch team, supporting customers in person, over the phone and online. You’ll help with 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 be trusted to adapt your approach to meet the needs of different customers and situations.

While other banks continue to close branches, we’ve made our Branch Promise. It means all 696 of our branches will remain open until at least 2030, giving customers a choice in how they bank. We’re also the last branch on the high street in 148 towns, which means our Customer Representatives play a local role for customers and communities. We exist to do what’s right for customers, taking the time to listen, offering trusted guidance, and supporting people through everyday banking moments and life-changing decisions.

Where you’ll be working: We’re looking for a Customer Representative for our branch in Holloway, Greater London. This role is a 12-month Fixed Term Contract working part-time, 21 hours per week, Monday to Saturday. If this role is advertised as part-time, your salary will be pro rata. You’ll need to be within a 45-minute commute of the branch you’re applying to work in.

Your training is designed to set you up for success in your role. The first three weeks are an important part of your journey with us, so we ask that no holiday is taken during this time. Your start date will be confirmed once an offer is made.

The extras you’ll get: High performing and purpose-driven colleagues deserve a rewarding career and competitive benefits to match. We offer you:

• 25 days holiday per year, which increases over time to 30. Plus, you can ‘buy’ up to 10 extra days each year, giving you even more choice.
• Wellhub access for a range of free and paid options for health and wellness.
• Up to 2 days of paid volunteering a year to support causes that matter to you.
• Ongoing training and development to grow your skills and build a rewarding career in banking.
• An annual performance related bonus to recognise the impact you make.
• Access to private medical insurance helping you look after your health and wellbeing.
• A highly competitive pension to help you build a strong foundation for retirement.
• Life assurance to provide peace of mind for you and your loved ones in the event of your death.
• A great selection of additional benefits through our salary sacrifice scheme.
• London top up payment of £4,100 per annum, pro rata.

What you’ll be doing: You’ll deliver great customer experiences across a range of banking moments. Whether customers choose to visit us in branch, speak to us over the phone or use our digital services, you’ll be there to support them with care, clarity and confidence. As a Customer Representative, you will:

• Welcome customers into the branch and take the time to understand their needs and offer trusted, friendly help with their banking.
• Handle a range of transactions and queries accurately, while keeping customer needs, security and fairness front of mind.
• Guide customers through banking products and services that are right for them, helping them to manage their money with confidence.
• Work closely with colleagues within a busy branch environment, supporting one another to deliver excellent customer service even at peak times.
• Take responsibility for doing things the right way, following processes, spotting potential issues, and escalating concerns where needed to protect customers and Nationwide.

About you: We’re proud of our branches and the service they provide to our customers. Our Customer Representatives deliver simply brilliant experiences for our customers. You don’t need experience in banking, but experience or a passion to work in a customer service environment will help you thrive.

You should be able to show how:

• You take pride in helping customers feel confident, supported and listened to, even when things are busy or complex.
• You bring patience, empathy and strong people skills, to fully understand our customers’ banking needs.
• You’re comfortable working in a fast-paced environment, where priorities can shift and no two interactions are the same.
• You stay calm under pressure, adapt quickly, and approach change with a positive mindset.
• You’re confident using technology and are digitally savvy.
• You enjoy working as part of a high-performing team and understand that great customer experiences are built through a strong team.
• You communicate clearly and naturally with people and can confidently guide customers face to face, on the phone and through our digital services.
• You take ownership to get things done, and act with care and integrity to protect our customers and their money.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours 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 empathise with them and to understand their needs.
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent.
• 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.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.