Customer Representative

On behalf of Nationwide, AMS are seeking a Customer Representative working within our **Middlesbrough**Branch.

Our frontline teams deliver Simply brilliant service every day. We know 63% of customers still value a face-to-face service offering and that's why through our Branch Promise we now have the biggest branch network in the UK.

**What makes us different**

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, _but we’re not a bank_. As a building society, we’re owned by our members - that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose:_**Banking - but fairer, more rewarding, and for the good of society.**_

As champions of the mutual way, we challenge the financial sector status quo. We don't see customers as the engine of our own profit. We work on behalf of them. Always there when they need us. Supporting them and their lives.

When you're inspired by fairer finances, passionate about making a meaningful impact, and truly care about customers, you're one of us. An advocate for positive change.

**Working for Nationwide, you’ll have access to support and resources such as**:

- Healthy mind champions - There’s an active group of colleagues, spread right across Nationwide, who are trained to provide a listening ear and signpost support options.
- Colleague networks - Across Nationwide, there are 14 networks which are open to all colleagues. Their aims are to provide peer support, work collaboratively with the business to achieve strategic ambitions, and act as a collective voice.
- Online resources - The internal intranet page is much more than a news site; it’s packed full of useful resources to support you and is a great place to go for more information on a whole range of topics.

**What you’ll be doing**

Customer representatives are multi-skilled. As you’d expect, you’ll be welcoming members into our branches and talking them through how to use digital services and the self-service tech available in our banking hall.

Our customers value being able to talk to a friendly human face-to-face about their finances, and during those conversations you might pick up additional needs they have and, for example, pass them on to an expert colleague, or give them guidance on fraud to protect them from becoming a victim.

You’ll be given plenty of training on our products, services, and processes; you just need to be comfortable using digital tools and apps.

**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 membership is made up of many kinds of people and we want our colleagues to be just as diverse.

What’s the essential and measurable experience and skills required to do this job?
- Previous customer service experience
- Excellent written and verbal communication skills
- Ability to resolve issues and handle complaints
- Ability to build rapport and communicate effectively with Nationwide members
- Can work well in a team under pressure and in a fast-paced environment
- Excellent IT Competency
- Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
- Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
- Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

**What’s on offer?**
- Hourly rate: £12.91 per hour
- Total hours: 35
- Working schedule: Monday - Friday 9am -5pm and Saturday 9.30am -1pm with time off in lieu during the week.
- Provisional Start date: 24th February, 10th March or 17th March
- Contract length: End of June 2025

At Nationwide we do have a travel expectation for Customer Representatives to support covering nearby branches if required so please make sure you can adhere to this expectation when applying.

Whatever your background, if you are self-motivated this could be an excellent opportunity for you to join the world’s largest building society and start a career in financial services.

Pay: £12.91 per hour

Work Location: In person

Reference ID: Customer representative
Expected start date: 24/02/2025