Making a meaningful difference for our customers, every day
As a Customer Representative you will support customers in person, over the phone and online. You’ll help with everyday transactions, answer queries, and guide customers toward banking services and digital tools that make managing their money easier.
Where you’ll be working
The role is based at our branch in Swaffham, Norfolk, 5A Market Place, PE37 7AB.
The position is permanent, full time, 35 hours per week, Monday to Saturday. Applicants should be within a 45‑minute commute of the branch.
Job Overview
Being a Customer Representative means delivering great customer experiences across a range of banking moments – whether customers visit us in branch, speak to us over the phone or use our digital services. You’ll be trusted to adapt your approach to meet the needs of different customers and situations.
What you’ll be doing
- Welcome customers into the branch and understand their needs, offering trusted, friendly help with their banking.
- Handle a range of transactions and queries accurately, keeping customer needs, security and fairness front of mind.
- Guide customers through banking products and services that are right for them, helping them manage their money with confidence.
- Work closely with colleagues in a busy branch environment, supporting one another to deliver excellent customer service at peak times.
- Take responsibility for doing things the right way – following processes, spotting potential issues and escalating concerns where necessary to protect customers and Nationwide.
About you
You don’t need prior banking experience, but experience or a passion for working in a customer service environment will help you thrive.
- Take pride in helping customers feel confident, supported and listened to, even when things are busy or complex.
- Show patience, empathy and strong people skills to understand our customers’ banking needs.
- Work effectively in a fast‑paced environment where priorities can shift and no two interactions are the same.
- Stay calm under pressure, adapt quickly and approach change with a positive mindset.
- Be comfortable using technology and be digitally savvy.
- Enjoy working as part of a high‑performing team and understand that great customer experiences are built through strong teamwork.
- Communicate clearly and naturally with people and guide customers face‑to‑face, on the phone and through our digital services.
- Take ownership to get things done, acting with care and integrity to protect customers and their money.
Benefits
- 25 days holiday per year, increasing to 30 over time, plus the option to buy up to 10 additional days.
- Wellhub access to free and paid health and wellness options.
- Up to 2 days of paid volunteering a year to support causes that matter to you.
- Ongoing training and development to grow your skills and career in banking.
- Annual performance‑related bonus to recognise the impact you make.
- Private medical insurance to support your health and wellbeing.
- A highly competitive pension plan to help you build a strong foundation for retirement.
- Life assurance to provide peace of mind for you and your loved ones in the event of your death.
Nationwide is a member‑owned mutual bank that values fairness, customer focus and community impact. We are proud of our branches, and the experts at Moneyfacts named Nationwide as the 2026 Branch Network of the Year.
We are Disability Confident Level 3 leaders and constantly evolve our policies to support inclusion for all.
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