Customer Representative - Hartlepool

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 don’t worry, 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 Hartlepool, County Durham. This branch is a multiskilled location and closed to the public every Wednesday. 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 12 month Fixed Term Contract working full time, 35 hours per week, Monday to Saturday. 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.

Your training will be based virtually in the 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.

The extra you’ll get There are all sorts of employee benefits available at Nationwide, including:

• 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

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! On your multiskilled days, you will be:

• Building meaningful relationships with customers via their preferred channel of choice
• Navigating the world of banking and savings, providing expert guidance and support to customers over the phone
• Solving customer queries and turning challenges into opportunities to deliver Customer Satisfaction in every call
• Thriving in a fast‑paced environment where your decisions can make a real difference in people’s lives
• Experiencing the exhilaration of working in a sector that’s constantly evolving, with new technologies and trends to conquer, allowing you to stay ahead of the curve by mastering the latest product and process regulations
• Embracing 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. Why? Because our customers are made up of so many different kinds of people, 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.

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.

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, checks 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.