Customer Representative

**Join the UK's largest building society network where your role directly impacts the financial wellbeing of our member-customers.**

**Job description**

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 Hertford. This branch is a multiskilled location and closed to the public every Monday and Thursday. 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 permanent position working full time, 35 hours per week, Monday to Saturday.

If this role is advertised as part time the salary will be pro rata.

Your training will be based virtually in 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.

**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

What can't a Customer Representative do This is the great part about this role, it's so versatile. There is an opportunity to work on the counter completing transactions and educating customers on our digital services and easier ways to bank with us. A large part of the role will be dealing with customer queries through our various channels including online and via the phone. Working in this branch 1/2 days of your role will include taking customer calls only.

We build up our knowledge day in day out to ensure we can answer all our customers' queries. They are the most important part of our day.

**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 and we want our employees to be just as diverse.

We are the front line in protecting our customers, building our society.

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

**What to do next**

**About Nationwide**

We forge our own path at Nationwide.

As a mutual, we're owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don't see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

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. As a standard-setter, we work for the good of customers, communities, and broader society.

We are Purpose-driven. Uncompromisingly Customer. Unstoppably Nationwide.

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