At a Glance
- Tasks: Build rewarding relationships with customers through calls and face-to-face interactions.
- Company: Join a leading financial services provider in Watford.
- Benefits: Enjoy private medical insurance, competitive pension, and performance bonuses.
- Other info: Flexible working hours and opportunities for paid volunteering.
- Why this job: Make a real difference in customers' lives while developing your career.
- Qualifications: Strong customer service skills and experience in a customer-facing role.
The predicted salary is between 27500 - 27500 £ per year.
Customer Relationships Manager (CRM) is a permanent, full‑time role (35 hours per week, Monday to Saturday) based at our Watford branch in Hertfordshire. The role focuses on building rewarding relationships with customers through face‑to‑face, phone, or video call interactions. From 1 July 2026, the minimum salary for this position will be £27,500.
What you’ll be doing
- Support customers via telephone, video call or face‑to‑face to access Nationwide’s product range, including Credit Cards, Personal Loans, General Insurance and Current Accounts.
- Answer a wide range of enquiries, including complex topics, and refer customers to specialist advisers when appropriate.
- Act as a subject‑matter expert within the branch, supporting colleagues with quality customer interactions.
- Assist vulnerable customers using specialist knowledge to provide additional help.
- Deliver the right outcomes across all channels, continually learning about the non‑advised product range.
About you
- Relevant experience addressing customer needs through a principle‑based sales process and holistic customer focus.
- Strong customer service skills in face‑to‑face, telephony or digital channels.
- Experience in a financial services or retail customer‑facing role.
- Excellent verbal and written communication skills, able to explain decisions confidently and clearly over the telephone and in writing.
- Competence with digital tools (mobile, online calculators, Office/database applications).
- Motivation, organisation and time‑management skills with attention to detail.
- Empathy and compassion, building good relationships with customers and internal/external stakeholders.
Our customer‑first behaviours require all colleagues to:
- Feel what customers feel – empathise with their needs.
- Say it straight – be honest, direct and use inclusive language.
- Push for better – challenge the status quo and pursue continuous improvement.
- Get it done – prioritise impact and take accountability for delivery.
Benefits
- Access to private medical insurance.
- A highly competitive pension scheme.
- Access to an annual performance‑related bonus.
- Training and development to progress your career.
- Additional benefits via salary sacrifice scheme.
- Life assurance for peace of mind.
- Wellhub – health and wellness options.
- Up to 2 days of paid volunteering per year.
- London top‑up payment of £2,093 per annum, pro rata.
Customer Relationships Manager - Watford employer: Nationwide
As a Customer Relationships Manager at our Watford branch, you will thrive in a supportive and dynamic work environment that prioritises customer satisfaction and employee development. With access to comprehensive training, a competitive pension scheme, and wellness initiatives, we empower our team to grow both personally and professionally while making a meaningful impact in the community. Join us in fostering rewarding relationships with customers and enjoy the unique benefits of working in a vibrant location that values empathy and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationships Manager - Watford
✨Tip Number 1
Get to know the company inside out! Research their values, products, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being a part of their team.
✨Tip Number 2
Practice your communication skills! Whether it's face-to-face or over the phone, being clear and confident is key. Role-play with a friend or use video calls to simulate the real thing – it’ll make you feel more prepared.
✨Tip Number 3
Show off your empathy! In customer-facing roles, understanding and relating to customers' feelings is crucial. Think of examples from your past experiences where you’ve made a positive impact on someone’s day.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the team at StudySmarter.
We think you need these skills to ace Customer Relationships Manager - Watford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Relationships Manager role. Highlight your relevant experience in customer service and any specific skills that match what we're looking for, like empathy and communication.
Showcase Your Skills:Use examples from your past roles to demonstrate your strong customer service skills. Whether it's face-to-face interactions or handling enquiries over the phone, we want to see how you've made a positive impact on customers.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate honesty and directness, so make sure your personality shines through while keeping it professional.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you're keen to join our team!
How to prepare for a job interview at Nationwide
✨Know Your Products Inside Out
Make sure you’re familiar with the range of products offered, like Credit Cards and Personal Loans. Being able to discuss these confidently will show that you’re prepared and knowledgeable, which is key for a Customer Relationships Manager.
✨Practice Empathy in Your Responses
Since this role requires a strong focus on customer needs, practice responding to hypothetical customer scenarios with empathy. This will help you demonstrate your ability to connect with customers and understand their feelings during the interview.
✨Showcase Your Communication Skills
Prepare to articulate your thoughts clearly and concisely. Whether it’s through role-playing or mock interviews, practice explaining complex topics simply. This will highlight your excellent verbal and written communication skills, which are crucial for the position.
✨Demonstrate Your Problem-Solving Skills
Think of examples from your past experiences where you’ve successfully resolved customer issues. Be ready to share these stories during the interview to showcase your ability to deliver the right outcomes and challenge the status quo.
