At a Glance
- Tasks: Support customers through face-to-face, phone, and video calls to meet their needs.
- Company: Join Nationwide, a purpose-driven mutual bank focused on fairer finances.
- Benefits: Enjoy private medical insurance, competitive pension, and up to 2 days paid volunteering.
- Other info: Dynamic role with excellent training and career growth opportunities.
- Why this job: Make a meaningful impact while developing your skills in a rewarding environment.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 27500 - 31600 £ 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 12-month secondment opportunity, working full-time, 35 hours per week, Monday to Saturday and it is based at our branch on The Strand, London.
The extras you’ll get include:
- 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 £4,100 per annum, pro rata
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.
Customer Relationships Manager - The Strand employer: Nationwide
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 based at our vibrant branch on The Strand, London, you'll enjoy competitive benefits including private medical insurance, a strong pension plan, and opportunities for training and progression, all while making a meaningful impact in the lives of our customers. Join us in redefining banking for the good of society, where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationships Manager - The Strand
✨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 your passion for customer service! During interviews, share stories that highlight your experience in helping customers. Make it clear that you genuinely care about making their lives easier.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Nationwide team!
We think you need these skills to ace Customer Relationships Manager - The Strand
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. Use specific examples that demonstrate your ability to empathise and build relationships.
Tailor Your CV:Don’t just send a generic CV! We love it when applicants tailor their CVs to match the job description. Highlight relevant skills and experiences that align with the Customer Relationships Manager role, especially those related to financial services.
Be Clear and Concise:When answering application questions, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of the matter. Avoid jargon and make sure your answers are easy to understand.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s super easy! Just click the ‘Apply Now’ button, attach your CV, and answer a few quick questions. We’ll be in touch soon after the closing date!
How to prepare for a job interview at Nationwide
✨Know Your Products Inside Out
Before the interview, make sure you have a solid understanding of Nationwide's products and services. Familiarise yourself with credit cards, personal loans, and general insurance. This will help you answer questions confidently and demonstrate your ability to support customers effectively.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully addressed customer needs. Highlight situations where you used empathy and effective communication to resolve issues. This will show that you embody the customer-first behaviours that Nationwide values.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says and asking clarifying questions. This not only shows your engagement but also reflects your ability to understand customer needs, which is crucial for the role.
✨Demonstrate Your Willingness to Learn
Express your enthusiasm for continuous learning and development. Share how you’ve adapted to new challenges in the past and your eagerness to grow within the role. This aligns perfectly with Nationwide’s commitment to employee development and improvement.
