Customer Representative - Grantham

As a Customer Representative, you will make a real impact from day one.

You'll be a key part of the branch team, supporting customers in person, over the phone and online. You'll handle everyday transactions, answer queries, and guide customers towards banking services and digital tools that make managing their money easier. No two days are the same, and you'll be trusted to adapt your approach to meet the needs of different customers and situations.

Location & Contract

Branch: Grantham, Lincolnshire.

Employment type: 12 month Fixed Term Contract, full time, 35 hours per week, Monday to Saturday.

Candidate must be within a 45 minute commute of the branch.

Responsibilities

• Welcome customers into the branch and take the time to understand their needs and offer trusted, friendly help with their banking.
• Handle a range of transactions and queries accurately, while keeping customer needs, security and fairness front of mind.
• Guide customers through banking products and services that are right for them, helping them to manage their money with confidence.
• Work closely with colleagues within a busy branch environment, supporting one another to deliver excellent customer service even at peak times.
• Take responsibility for doing things the right way-following processes, spotting potential issues, and escalating concerns where needed to protect customers and Nationwide.
• Play a vital role in keeping face to face banking meaningful and accessible on the high street, helping customers to feel supported, respected and confident in their banking.

Benefits

• 25 days holiday per year, increasing to 30 over time; you can buy up to 10 extra days each year.
• Wellhub access for free and paid health and wellness options.
• Up to 2 days of paid volunteering a year.
• Ongoing training and development.
• Annual performance related bonus.
• Private medical insurance.
• Competitive pension.
• Life assurance.
• Additional benefits through salary sacrifice scheme.

Qualifications

• Experience or passion for working in a customer service environment.
• Take pride in helping customers feel confident, supported and listened to, even when busy or complex.
• Show patience, empathy and strong people skills to understand customer banking needs.
• Comfortable working in a fast paced environment with shifting priorities.
• Stay calm under pressure, adapt quickly, and approach change with a positive mindset.
• Confidence using technology and digital savvy.
• Enjoy working as part of a high performing team and understand great customer experiences are built through teamwork.
• Communicate clearly and naturally with people and can confidently guide customers face to face, on the phone and through digital services.
• Take ownership to get things done and act with care and integrity to protect customers and their money.

Customer First Behaviours

• Feel what customers feel - put customers' perspectives at the centre of decision making.
• Say it straight - be honest, direct, and share diverse perspectives.
• Push for better - challenge the status quo and pursue continuous improvement.
• Get it done - prioritise impactful work, be decisive, and take accountability for delivering customer outcomes.

Job Info

• Job Identification 3695
• Apply Before 06/15/2026, 10:55 PM
• Locations 22 High Street, Grantham, Lincolnshire, NG31 6PH, GB