Personal Banking Manager

Overview

Our Personal Banking Managers are the first point of contact for all inbound customer enquiries on opening new Nationwide products. In your role you will help in identifying and meeting the needs of customers using your extensive training knowledge of Nationwide products which are predominantly Credit Cards, Personal Loans, General Insurance and Current Accounts. If customer service and doing the right thing is important to you, send in your application by clicking apply today!

Current working hours are 35 hours per week, Monday‑Friday between 8am‑6pm and every other Saturday with opening hours between 9am‑1pm. You will be required onsite for the first 4 weeks during your initial training. Due to the structured training programme, no holiday can be taken within the first 7 weeks of your start date, which is the 5th January 2026. At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job you’ll spend at least two days per week, or if part time you’ll spend 40% of your working time, based at one of our Bournemouth, Swindon, Northampton or Wakefield offices.

Customer First Behaviours

• 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.

Responsibilities

Handling inbound calls you will develop skills to deliver the right outcomes for our customers. You will need a willingness to learn as you develop your understanding and skills across our non‑advised product range. 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. You will have previous experience in identifying and meeting the needs of customers using our excellent knowledge of Nationwide products which are predominantly Credit Cards, Personal Loans, General Insurance and Current Accounts. By asking the right questions you will be able to discover the options open to them and explain our products and services in a way they understand. This is a fast‑paced and challenging role that you will find rewarding. As a keen team player you will contribute to the overall performance of the department.

As a minimum requirement you’ll:

• Have relevant customer service experience in addressing the needs of customers through skilful, principle‑based sales processes and addressing holistic member needs.
• Have first‑class communication skills.
• Have good PC skills to be able to navigate different systems whilst speaking to customers.
• Be a great team player with a good work ethic and the ability to be part of building a solid relationship with our members.
• Have the ability to work from home in a suitable environment within the opening hours above.
• Have experience of delivering fair customer outcomes across a specific product range.
• Have excellent rapport‑building skills.

Benefits

• 25 days holiday, pro rata.
• From January 2026, all colleagues will have access to fully funded private medical insurance.
• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%.
• Access to an annual performance‑related bonus.
• Access to training to help you develop and progress your career.
• A great selection of additional benefits through our salary‑sacrifice scheme.
• Life assurance worth 8× your salary.
• Wellhub – access to a range of free and paid options for health and wellness.
• Up to 2 days of paid volunteering a year.

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 receive 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: a situational judgement test, a checking and numerical assessment – 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.