Customer Representative

On behalf of Nationwide, AMS are seeking a Customer Representative working across our Hull branch

Our frontline teams deliver Simply brilliant service every day.

Job description - the role

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.

Candidate Profile: Key accountabilities, skills & experience

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?

• 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

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Feel what customers feel - This is about actively listening to understand and empathise with customers' emotions and needs. Making sense of feedback and data to identify what's most important for the customer. Delivering with the customer in mind, recognising how your role supports others.
• 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. It isn't about being unkind or talk for talk's sake. Nor is it committing in the room but then saying something different in the corridor.
• Push for Better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members. But it isn't adding complexity, constantly questioning decisions when they've been agreed, or challenging without offering a solution or contribution.
• 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. It isn't cutting corners or ignoring risks to get it done quickly at the expense of quality or outcome. Nor is it doing things in isolation, without bringing in the right people or perspectives.

About the client

What's on offer?

• Hourly rate: £13.87 per hour
• Total hours: 35 Hours per week (Monday - Friday & Saturday )
• Training will be full time: Monday - Friday, 9am -5pm, for approx 3 weeks

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.