Customer Representative – Welwyn Garden City

At Nationwide, a Customer Representative role supports customers across all channels – in person, by phone and online – ensuring first‑class service. The role is based at our Welwyn Garden City branch, with support at St. Albans on Saturdays.

The role is a permanent full‑time position of 35 hours per week (Monday to Saturday). Training is virtual and conducted in the branch. The first three weeks are core training; no holiday is taken during this period.

Responsibilities

• Handle transactions at the till and support product applications through digital sales.
• Answer inbound calls and online queries, providing guidance on savings and banking services.
• Work on the counter to complete transactions and educate customers on digital banking tools.
• Provide expert phone support during branch closure days (Wednesday and Friday) on the savings line.
• Interact with customers in their preferred channel, turning challenges into opportunities for customer satisfaction.
• Meet performance goals and embrace new technologies and product regulations to stay ahead of evolving banking trends.

Candidate Profile

• Comfortable using digital tools and applications.
• Empathy and strong customer‑first attitude, observing and understanding customers’ needs.
• Honest, direct communication with a clear, jargon‑free style.
• Relentless drive to identify improvements and take accountability for outcomes.
• Experienced in building meaningful relationships with customers across multiple channels.

Benefits

• Private medical insurance
• A highly competitive pension scheme
• Annual performance‑related bonus
• Training and development programmes
• Additional benefits through the salary sacrifice scheme
• Life assurance
• Wellhub – health and wellness options
• Up to 2 days of paid volunteering a year

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