Customer Representative - Hartlepool

Role Overview

At Nationwide, a Customer Representative role has the ability to best support our customers with our great services across all our channels. From transactions on the till, allocated time handling inbound calls from customers, to supporting product applications through digital sales. Providing first class service in person, via phone and online - but don't worry, you will be trained up on this.

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 aCustomer Representative for our branch inHartlepool, County Durham.

This branch is a multiskilled location and closed to the public every Wednesday. On closure days, you will primarily support customers by taking calls on our savings line, while also providing banking support. The same level of exceptional service is expected over the phone for everyday banking and savings enquiries.

This is a 12 month Fixed Term Contract, full time, 35 hours per week, Monday to Saturday. The role is paid pro rata if advertised part time. Applicants must be within a 45 minute commute of the branch. Nationwide's commitment to the high street means we have more than 600 branches nationwide - if your location is outside 45 minutes, please check other vacancies that are closer to you.

Responsibilities

As a multiskilled team member you will:

• Build meaningful relationships with customers via their preferred channel of choice.
• Assume counter duties, completing transactions and educating customers on digital services.
• Handle customer queries across various channels, including online and phone.
• Take customer calls on certain days, supporting savings and banking enquiries.
• Navigate banking and savings, providing expert guidance and support over the phone.
• Solve customer queries and turn challenges into opportunities to deliver Customer Satisfaction in every call.
• Thrieve in a fast paced environment where your decisions can make a real difference in people's lives.
• Stay ahead of the curve by mastering the latest product and process regulations.
• Embrace the challenge of meeting our goals and daily targets.

About you

We want to know who you are as a person, not just your experience and skills. You should be comfortable using digital tools and applications, eager to guide customers from online banking to discussing our range of services, and ready to adapt your style to each customer's needs.

Our customer first behaviours are essential in every role. We expect you to:

• Feel what customers feel - step into our customers' shoes, using their feedback to empathise and understand needs.
• Say it straight - be honest and direct, openly sharing diverse perspectives to reach the best conclusions.
• Push for better - challenge the status quo and take responsibility for continuous improvement.
• Get it done - prioritise high impact work, be decisive, and deliver brilliant customer outcomes.

Strengthening your application with examples that demonstrate how you resonate with our behaviours is encouraged.

Benefits

• Access to private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance related bonus
• Training and development to help you progress your career
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub - access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year
• A great selection of additional benefits through our salary sacrifice scheme