Customer Representative

Responsibilities

• Welcome customers into the branch and provide friendly, trusted assistance with their banking needs
• Handle a variety of transactions and queries accurately while maintaining security and fairness
• Guide customers through appropriate banking products and digital tools to help them manage money confidently
• Support customers via telephone on savings and banking lines during branch closure days
• Work collaboratively within a busy branch team to deliver excellent service during peak times
• Follow internal processes and escalate concerns to protect both customers and the society

Requirements

• Ability to commute to the Monmouth branch within 45 minutes
• Strong communication skills with the ability to guide customers face-to-face and over the phone
• Digitally savvy with confidence using technology and digital banking services
• High level of empathy, patience, and people skills
• Ability to remain calm and adapt quickly in a fast-paced, changing environment
• A commitment to acting with integrity and taking ownership of customer outcomes

Benefits

• 25 days holiday per year (increasing to 30 over time), with the option to buy up to 10 extra days
• Annual performance-related bonus
• Access to Wellhub for health and wellness options
• Private medical insurance and a highly competitive pension scheme
• Up to 2 days of paid volunteering per year
• Ongoing training and professional development opportunities

About the Company

Nationwide Building Society is a mutual organization owned by its members. We exist to do what is right for our customers, prioritizing their needs over profit. We are committed to maintaining our branch network and providing accessible, meaningful face-to-face banking for our communities.