Customer Representative - Trowbridge

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 – 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 Trowbridge, Wiltshire. This branch is a multiskilled location and closed to the public every Tuesday and Friday. On these closure days, you will be primarily supporting 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. 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.

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. Our training will be based virtually in the branch. Our training pathway is designed to ensure you are successful in your role, and the first 3 weeks are really important to your career journey with us. Within those first few weeks, we ask that no holiday is taken.

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:

This is the great part about this role – it’s so versatile. 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 will be dealing with customer queries through our various channels, including online and via the phone. Working in this branch, 1‑2 days of your role will include taking customer calls only. We build up 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 be:

• Building meaningful relationships with customers via their preferred channel of choice
• Navigating the world of banking and savings, providing expert guidance and support to customers over the phone
• Solving customer queries and turning challenges into opportunities to deliver Customer Satisfaction in every call
• Thriving in a fast‑paced environment where your decisions can make a real difference in people’s lives
• Experiencing 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
• Embracing 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 so many different kinds of people, 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 from guiding them through online banking to discussing our range of services while adapting your style to suit all our customers’ needs. You need to be comfortable using digital tools and applications.

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, 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.