At a Glance
- Tasks: Support customers through various channels, helping them access products and services.
- Company: Join Nationwide, a mutual organisation focused on fairer banking for all.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a competitive pension.
- Other info: Dynamic role with opportunities for personal growth and community involvement.
- Why this job: Make a real impact by building rewarding relationships with customers.
- Qualifications: Experience in customer service and excellent communication skills required.
The predicted salary is between 27500 - 31600 £ per year.
Customer Relationships Manager (CRM) is an exciting, multi-skilled and customer focused role, where you’ll focus on developing more rewarding relationships by supporting our customers to access our products and services through a variety of ways. Having a flexible approach, helping our customers face-to-face in branch and supporting them remotely via the phone or by video call means you will be maximising your existing knowledge, whilst learning new skills. This is a 12-month secondment opportunity, working full-time, 35 hours per week, Monday to Saturday and it is based at our branch on The Strand, London.
Responsibilities:
- Supporting our customers is at the heart of this role whether it’s via phone, video call or face to face.
- By using our range of products, services and propositions you’ll help to identify their needs and support them in accessing our product range.
- You’ll be able to answer a wide range of customer enquiries, including complex topics and referring customers to specialist advisers when you identify a need.
- You’ll be an SME within your branch location, there to support colleagues with quality customer conversations.
- You’ll be available to support our vulnerable customers, using this specialist knowledge to be there for them when they need extra help.
- Assisting our customers through all channels, you will develop skills to deliver the right outcomes for them.
- Being a good communicator is crucial, as you build a rapport with each customer to gain a better understanding of the different ways we can help them.
- By asking the right questions you’ll be able to discover the options open to them and explain our products and services in a way they understand.
About you:
- Relevant experience in addressing the needs of customers through skilful, principle-based sales processes and addressing holistic customer needs.
- Customer service skills in face to face, telephony or digital channels.
- Experience in a Financial Services or a Retail customer facing role.
- Excellent verbal and written communication skills with an ability to explain decisions confidently and clearly over the telephone and in writing.
- Computer skills and be comfortable using digital tools, such as mobile devices, online calculators etc and multiple ‘Office’/database applications for member service needs.
- Motivation and organisation with good time management skills and attention to detail in your work.
- Empathy, compassion and be able to build good relationships with customers and internal and external stakeholders.
Our customer first behaviours put customers and members at the heart of how we work together:
- 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.
The extras you’ll get:
- 25 days holiday, pro rata.
- 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.
- London top up payment of £4,100 per annum, pro rata.
If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
Customer Relationships Manager - The Strand employer: Nationwide Building Society
At Nationwide, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and development. As a Customer Relationships Manager based in the vibrant location of The Strand, London, you will benefit from comprehensive training, competitive salaries, and a range of employee perks including private medical insurance and generous holiday allowances. Join us in making a meaningful impact in the financial sector while enjoying a fulfilling career with a company that values its members and employees alike.
Contact Details:
Nationwide Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationships Manager - The Strand
✨Tip Number 1
Get to know the company! Research Nationwide's values and customer-first behaviours. When you understand what they stand for, you can tailor your conversations to show how you fit right in.
✨Tip Number 2
Practice your communication skills! Whether it's face-to-face or over the phone, being able to explain things clearly is key. Try role-playing with a friend to get comfortable with different scenarios.
✨Tip Number 3
Show off your empathy! Think of examples from your past where you've helped customers in tough situations. This will demonstrate that you can step into their shoes and provide the support they need.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the Nationwide team. Don’t forget to highlight your relevant experience!
We think you need these skills to ace Customer Relationships Manager - The Strand
Some tips for your application 🫡
Show Your Customer Focus:Make sure to highlight your experience in customer service. We want to see how you've gone above and beyond to meet customer needs, whether face-to-face or over the phone. Use examples that demonstrate your empathy and ability to build relationships.
Be Clear and Concise:When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point. Make sure your communication skills shine through, as this role relies heavily on effective verbal and written communication.
Align with Our Values:Take a moment to reflect on our customer-first behaviours. We love seeing candidates who resonate with these values. Share specific instances where you've demonstrated empathy, honesty, and a drive for improvement in your previous roles.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application. Plus, it ensures you’re following the right process and gives you a chance to attach your up-to-date CV and answer our quick questions.
How to prepare for a job interview at Nationwide Building Society
✨Know Your Products Inside Out
Before the interview, make sure you have a solid understanding of Nationwide's products and services. Familiarise yourself with credit cards, personal loans, general insurance, and current accounts. This knowledge will help you answer questions confidently and demonstrate your ability to support customers effectively.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully addressed customer needs. Highlight situations where you used empathy and effective communication to resolve issues. This will show that you embody the customer-first behaviours that Nationwide values.
✨Practice Your Communication Style
Since this role involves face-to-face interactions as well as phone and video calls, practice explaining complex topics in simple terms. You might want to do mock interviews with friends or family to refine your ability to communicate clearly and confidently.
✨Demonstrate Your Willingness to Learn
Be ready to discuss how you approach learning new skills and adapting to change. Share examples of how you've embraced training opportunities in the past, as this role offers a comprehensive training package to help you grow. Showing enthusiasm for personal development will resonate well with the interviewers.
