At a Glance
- Tasks: Support customers through various channels, helping them access products and services.
- Company: Join a purpose-driven mutual that prioritises customer needs and community impact.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a competitive pension.
- Other info: Dynamic role with opportunities for growth and a supportive training package.
- Why this job: Make a meaningful impact while developing your skills in a rewarding environment.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 27500 - 27500 £ 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 permanent position working full time, 35 hours per week, Monday to Saturday and it is based at our Watford branch in Hertfordshire.
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, demonstrating 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. 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. This is a fast paced and challenging role that we’re sure you will find rewarding.
You will have previous experience in identifying and meeting the needs of customers using your excellent knowledge of Nationwide's products which are predominantly Credit Cards, Personal Loans, General Insurance and Current Accounts. This role is jam-packed full of opportunities to use your existing knowledge and experience as well as benefiting from a comprehensive training and support package so you can grow and develop.
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, such as other business areas, local groups or individuals within the community
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
- 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 £2,093 per annum, pro rata
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.
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 - Watford employer: Nationwide Building Society
At Nationwide, we pride ourselves on being an excellent employer, offering a supportive and inclusive work culture that prioritises employee growth and development. As a Customer Relationships Manager in our Watford branch, you'll enjoy a competitive salary, comprehensive training, and a range of benefits including private medical insurance and generous holiday allowances, all while making a meaningful impact in the lives of our customers. Join us in challenging the financial sector status quo and be part of a team that values your contributions and fosters a sense of community.
Contact Details:
Nationwide Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationships Manager - Watford
✨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 noticed. Plus, it shows you're serious about joining the team at Nationwide. Don’t wait too long, though – apply ASAP!
We think you need these skills to ace Customer Relationships Manager - Watford
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. Share specific examples that demonstrate your empathy and ability to build relationships.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language to explain your skills and experiences. We appreciate honesty and directness, so don’t be afraid to say it straight and show us how you can contribute to our customer-first approach.
Tailor Your CV:Customise your CV to reflect the skills and experiences that align with the role of Customer Relationships Manager. Highlight relevant achievements and use keywords from the job description. This helps us see how you fit into our team and culture.
Apply Early!:Don’t wait until the last minute to submit your application. We may close the advert early if we receive a high volume of applications. Apply through our website as soon as you can to ensure your chance at this exciting opportunity!
How to prepare for a job interview at Nationwide Building Society
✨Know the Company Inside Out
Before your interview, take some time to research Nationwide's values and customer-first behaviours. Understanding their mission and how they support customers will help you align your answers with what they’re looking for.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully addressed customer needs. Highlight situations where you demonstrated empathy and effective communication, as these are key traits for a Customer Relationships Manager.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. This will not only help you provide relevant answers but also show that you value the interviewer’s perspective, which is crucial in a customer-focused role.
✨Ask Thoughtful Questions
At the end of the interview, don’t hesitate to ask questions about the team dynamics or how success is measured in this role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.
