Customer Relationships Manager – Watford

Customer Relationships Manager – Watford

Watford, United Kingdom

Customer Relationships Manager (CRM) is a permanent, full‑time role (35 hours per week, Monday to Saturday) based at our Watford branch in Hertfordshire. The role focuses on building rewarding relationships with customers through face‑to‑face, phone, or video call interactions.

From 1 July 2026, the minimum salary for this position will be £27,500.

What you’ll be doing

As the primary point of customer contact, you will:

• Support customers via telephone, video call or face‑to‑face to access Nationwide’s product range, including Credit Cards, Personal Loans, General Insurance and Current Accounts.
• Answer a wide range of enquiries, including complex topics, and refer customers to specialist advisers when appropriate.
• Act as a subject‑matter expert within the branch, supporting colleagues with quality customer interactions.
• Assist vulnerable customers using specialist knowledge to provide additional help.
• Deliver the right outcomes across all channels, continually learning about the non‑advised product range.

About you

To be successful you will have:

• Relevant experience addressing customer needs through a principle‑based sales process and holistic customer focus.
• Strong customer service skills in face‑to‑face, telephony or digital channels.
• Experience in a financial services or retail customer‑facing role.
• Excellent verbal and written communication skills, able to explain decisions confidently and clearly over the telephone and in writing.
• Competence with digital tools (mobile, online calculators, Office/database applications).
• Motivation, organisation and time‑management skills with attention to detail.
• Empathy and compassion, building good relationships with customers and internal/external stakeholders.

Our customer‑first behaviours require all colleagues to:

• Feel what customers feel – empathise with their needs.
• Say it straight – be honest, direct and use inclusive language.
• Push for better – challenge the status quo and pursue continuous improvement.
• Get it done – prioritise impact and take accountability for delivery.

Benefits

• Access to private medical insurance.
• A highly competitive pension scheme.
• Access to an annual performance‑related bonus.
• Training and development to progress your career.
• Additional benefits via salary sacrifice scheme.
• Life assurance for peace of mind.
• Wellhub – health and wellness options.
• Up to 2 days of paid volunteering per year.
• London top‑up payment of £2,093 per annum, pro rata.

Job Info

• Job Identification 3516
• Apply Before 06/05/2026, 10:55 PM
• Locations:80 The Parade, Watford, Hertfordshire, WD17 1NN, GB9 Maxwell Road, Northwood, Middlesex, HA6 2GN, GB63 Bridge Street, Pinner, Middlesex, HA5 3JU, GB107 High Street, Ruislip, Middlesex, HA4 8JN, GB

#J-18808-Ljbffr…