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- Tasks: Support customers through transactions, calls, and digital services while providing first-class service.
- Company: Nationwide is a member-owned building society committed to fairer banking and community support.
- Benefits: Enjoy a personal pension, paid volunteering days, 25 days holiday, and wellness options.
- Why this job: Make a real difference in customers' lives while working in a supportive team environment.
- Qualifications: No specific experience needed; just bring your passion for helping others and digital skills.
- Other info: Part-time role with a 12-month contract; training provided virtually in branch.
The predicted salary is between 18900 - 25250 £ per year.
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 Basildon. This role is a 12 month fixed term contract working part time, 31.5 hours per week, Monday to Saturday. Saturday is a required day to work.
More rewarding. 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. 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.
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! What can’t a Customer Representative do! 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. 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 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.
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.
Banking – but fairer, more rewarding, and for the good of society. We forge our own path at Nationwide. As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.
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. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society. We are Purpose-driven. Uncompromisingly Customer. Unstoppably Nationwide.
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 customer first behaviours. Think about how you can demonstrate empathy, honesty, and a commitment to improvement in your interactions. This will help you align with their values during the interview process.
✨Tip Number 2
Prepare for the online assessments by practising situational judgement tests and numerical reasoning. These assessments are crucial for showcasing your problem-solving skills and ability to handle customer queries effectively.
✨Tip Number 3
Research common customer service scenarios and think about how you would handle them. Being able to discuss real-life examples of how you've resolved customer issues will set you apart from other candidates.
✨Tip Number 4
Show your enthusiasm for the role by expressing your passion for helping customers. Highlight any previous experience in customer-facing roles, even if it's informal, to demonstrate your commitment to providing excellent service.
We think you need these skills to ace Customer Representative
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand what Nationwide is looking for in a Customer Representative. Highlight the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Make sure your CV reflects the skills and experiences that are relevant to the Customer Representative role. Use specific examples that demonstrate your customer service abilities and adaptability to different situations.
Showcase Customer First Behaviours: In your application, emphasise how you embody the 'customer first' behaviours mentioned in the job description. Provide concrete examples of how you've empathised with customers, communicated effectively, and sought continuous improvement in your previous roles.
Prepare for Online Assessments: Once you submit your application, be ready for the online assessments. Familiarise yourself with situational judgement tests and numerical assessments, as these will be part of the selection process. Practising similar tests can help you feel more confident.
How to prepare for a job interview at Nationwide Building Society
✨Understand the Customer First Behaviours
Familiarise yourself with Nationwide's customer first behaviours. Be prepared to discuss how you can empathise with customers, communicate clearly, and strive for continuous improvement. Think of examples from your past experiences that demonstrate these behaviours.
✨Show Your Versatility
This role is all about versatility, so be ready to talk about your ability to handle various tasks, from in-person transactions to digital support. Highlight any previous experience where you've successfully adapted to different roles or challenges.
✨Emphasise Teamwork
Nationwide values teamwork, so be sure to share examples of how you've worked effectively within a team. Discuss how you contribute to a positive team environment and how you support your colleagues in achieving common goals.
✨Prepare for Digital Tools Discussion
Since the role involves using digital tools, be prepared to discuss your comfort level with technology. Share any relevant experience you have with digital banking or customer service platforms, and express your willingness to learn new systems during training.