Customer Representative - Monmouth

At Nationwide, a Customer Representative role has the opportunity to support our customers with a range of services across all channels. From transactions on the till, allocated time handling inbound calls, to supporting product applications through digital sales, we provide first‑class service in person, via phone and online – you will be trained for all of it. It is an important role within the branch, acting as the gateway to protecting and looking after our customers, working closely as a team. We need a Customer Representative for our branch in Monmouth, Monmouthshire. This branch is a multiskilled location and is closed to the public every Wednesday and Friday. On those closure days, you will primarily support customers by taking calls on our savings line; banking support will also be required, providing the same level of exceptional service over the phone. This role is a permanent position, working full time, 35 hours per week, Monday to Saturday. You need to be within a 45‑minute commute of the branch you’re applying to work in. If the location is outside that radius, see other vacancies that are closer to you. Your training will be provided virtually in the branch. The training pathway is designed to ensure you are successful; the first three weeks are crucial and no holiday is taken during that period. If we receive a high volume of relevant applications, the advert may close earlier; please apply promptly.

Responsibilities

• Executing cash and balance‑sheet transactions on the till.
• Handling inbound calls and resolving customer queries through phone and online channels.
• Supporting product applications and digital services.
• Managing the savings line on Wednesdays and Fridays as the branch is closed to the public.
• Building meaningful relationships with customers via their preferred channel.
• Guiding customers through digital banking tools and applications.
• Assisting with banking and savings enquiries, ensuring service standards are met.

Other responsibilities include:

• Delivering excellent customer service in a fast‑paced environment.
• Adopting new technologies and staying current with product and process regulations.
• Contributing to branch goals and continuous improvement initiatives.

Benefits

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 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 two days of paid volunteering a year

About you

We’re not just looking for your experience and skills. We’re also interested in who you are as a person, because our customers come from many different backgrounds and we want our employees to reflect that diversity. Are you someone who wants to make a difference for our customers? You’ll take care of them by guiding them through online banking and discussing our range of services, adapting your style to suit all customers’ needs. You need to be comfortable using digital tools and applications.

Our customer first behaviours are:

• Feel what customers feel – We step into our customers’ shoes, using their feedback and insights to empathise and understand their needs so that every decision we make starts and finishes with them.
• Say it straight – We are bluntly honest, saying what we think and openly sharing diverse perspectives to reach the best conclusions with clear language.
• 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 actions that have the greatest impact, are decisive, and take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how the customer‑first behaviours resonate with you and where you have already demonstrated them.