Customer Representative

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 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 Reigate. This branch is a multiskilled location and closed to the public every Wednesday and Thursday. 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 part time, 21 hours per week, Monday to Saturday. From 1 July 2025, salaries for this role will increase to £25250. 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. So if the location you’re considering is outside the 45 minutes then please check our other vacancies that are closer to you.

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.

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 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.

• Build meaningful relationships with customers via their preferred channel of choice.
• Navigate the world of banking and savings, providing expert guidance and support to customers over the phone.
• Solve customer queries and turn challenges into opportunities to deliver customer satisfaction in every call.
• Thrive in a fast-paced environment where your decisions can make a real difference in people’s lives.
• Experience the exhilaration of working in a sector that’s constantly evolving, with new technologies and trends to conquer.
• Embrace 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. 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 customer’s 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 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.

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.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us. At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best.

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.