Customer Relationships Manager

Responsibilities

• Support customers through face-to-face branch interactions, telephone calls, and video calls
• Identify customer needs and help them access products and services, including Credit Cards, Personal Loans, General Insurance, and Current Accounts
• Answer a wide range of customer enquiries and refer complex topics to specialist advisers
• Act as a Subject Matter Expert (SME) within the branch to support colleagues with quality customer conversations
• Provide specialist support to vulnerable customers to ensure they receive the help they need
• Build rapport with customers to understand their requirements and explain products clearly

Requirements

• Experience in principle-based sales and addressing holistic customer needs
• Proven customer service skills across face-to-face, telephony, or digital channels
• Previous experience in a Financial Services or Retail customer-facing role
• Excellent verbal and written communication skills
• Strong computer literacy and comfort using digital tools and database applications
• Good time management, organisation, and attention to detail
• Empathy, compassion, and the ability to build strong relationships with diverse stakeholders

Benefits

• 25 days holiday (pro rata)
• Access to private medical insurance
• Highly competitive pension scheme
• Annual performance-related bonus
• Comprehensive training and development opportunities
• Access to a salary sacrifice scheme
• Life assurance
• Wellhub access for health and wellness
• Up to 2 days of paid volunteering per year

About the Company

Nationwide Building Society is a mutual organisation owned by its members. We challenge the financial sector status quo by putting our customers' needs first and sharing our profits with them. We are a purpose-driven community dedicated to delivering fairer finances and making a meaningful impact on society.