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- Tasks: Support customers through transactions, calls, and digital services in a dynamic team environment.
- Company: Join Nationwide, the UK's largest building society, dedicated to serving our members with integrity.
- Benefits: Enjoy flexible hours, a personal pension, paid volunteering days, and health & wellness options.
- Why this job: Make a real difference in people's lives while working in a supportive, purpose-driven culture.
- Qualifications: No specific experience needed; just bring your passion for helping others and digital savvy.
- Other info: Part-time role, 21 hours per week, with essential training provided virtually.
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 - but don’t worry 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.
This role is a permanent position working part time, 21 hours per week, Monday to Saturday. (Friday is a required day to work) 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. While 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.
Your training will be based virtually in 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. With this in mind, within those first few weeks, we ask that no holiday is taken. If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
What you’ll be doing
What is important is to know every branch is different, and we are all in this together working to have the best version of our branches! This role is 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. We build up our knowledge day in day out to ensure we can answer all our customers' queries. They are the most important part of our day.
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 and 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 whilst adapting your style to suit all our customers' needs. You need to be comfortable using digital tools and applications. We are the front line in protecting our customers, building our society.
Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.
- Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
- Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
- Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.
We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
- A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
- Up to 2 days of paid volunteering a year
- 25 days holiday, pro rata
- Life assurance worth 8x your salary
- A great selection of additional benefits through our salary sacrifice scheme
- Access to an annual performance-related bonus
- Access to training to help you develop and progress your career.
- Wellhub - Access to a range of free and paid options for health and wellness
- Opportunity to increase your salary by £500 after 12 months in role when you can evidence competence in specified core activities and skills
What makes us different
Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank. As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society. When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.
What to do next
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. Once we’ve received your application successfully, we will invite you to the first stage; our online assessments! Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focused around what’s important to us in a member-facing role at Nationwide. In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what it’s like to work here at Nationwide. 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 Representative employer: Nationwide Building Society
Contact Detail:
Nationwide Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Representative
✨Tip Number 1
Familiarise yourself with Nationwide's values and customer-first behaviours. During your interactions, whether in interviews or assessments, demonstrate how you embody these principles in your previous experiences.
✨Tip Number 2
Prepare to discuss specific examples of how you've handled customer queries in the past. Highlight your ability to adapt your communication style to meet diverse customer needs, as this is crucial for a Customer Representative role.
✨Tip Number 3
Showcase your comfort with digital tools and applications. Be ready to explain how you've used technology to enhance customer service or streamline processes in your previous roles.
✨Tip Number 4
Research common customer service scenarios that might arise in a banking environment. Being prepared to discuss how you would handle these situations can set you apart during the assessment stage.
We think you need these skills to ace Customer Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Representative role. Focus on customer service experience, digital tool proficiency, and any teamwork examples that demonstrate your ability to work collaboratively.
Craft a Strong Cover Letter: In your cover letter, express your passion for customer service and how you can make a difference for customers. Mention specific behaviours from the job description, such as 'Say it straight' and 'Push for better', and provide examples of how you've demonstrated these in previous roles.
Highlight Relevant Experience: When filling out your application, clearly outline your most relevant experiences. Use bullet points to make it easy for the hiring team to see how your background fits the role. Be honest and direct about your achievements and how they relate to the responsibilities of a Customer Representative.
Prepare for Online Assessments: Once you submit your application, be ready for online assessments. Familiarise yourself with situational judgement tests and numerical assessments. Practice similar tests if possible, and ensure you complete them within the 48-hour timeframe after receiving the link.
How to prepare for a job interview at Nationwide Building Society
✨Show Your Customer-Centric Attitude
During the interview, emphasise your passion for helping customers. Share specific examples of how you've gone above and beyond to assist someone in the past, as this role is all about putting customers first.
✨Demonstrate Digital Proficiency
Since the role involves using digital tools, be prepared to discuss your experience with online banking or other digital services. Highlight any relevant skills that show you can adapt to new technologies quickly.
✨Emphasise Teamwork Skills
Nationwide values collaboration, so be ready to talk about your experience working in teams. Share instances where you contributed to a team goal or helped resolve a conflict, showcasing your ability to work well with others.
✨Prepare for Situational Questions
Expect situational judgement questions that assess how you'd handle customer queries. Practice responses that reflect the 'Say it straight', 'Push for better', and 'Get it done' behaviours mentioned in the job description.
