Customer Relationships Manager - Peterborough
Peterborough, United Kingdom
Customer Relationships Manager (CRM) is an exciting, multi‑skilled and customer‑focused role. You’ll build rewarding relationships by supporting customers to access Nationwide’s products and services face‑to‑face in branch, by phone or via video call. This role is permanent, full‑time (35 hours per week, Monday to Saturday) at the Peterborough branch.
What you’ll be doing
Supporting customers through all channels, you will use Nationwide’s product range to identify their needs, answer enquiries (including complex topics), and refer to specialist advisers when required. You will act as an SME within the branch, providing quality customer conversations and supporting vulnerable customers with specialist knowledge. Your role requires building rapport, asking the right questions, and explaining products in plain language.
About you
- Relevant experience addressing customer needs via skilled, principle‑based sales processes and holistic customer care
- Customer service skills in face‑to‑face, telephony, or digital channels
- Experience in a financial services or a retail customer‑facing role
- Excellent verbal and written communication skills, able to explain decisions confidently over the telephone and in writing
- Computer skills and comfort using digital tools, mobile devices, online calculators, and office/database applications for member service needs
- Organisation, good time‑management and attention to detail in your work
- Empathy and compassion, building relationships with customers and internal/external stakeholders such as business areas, local groups or community individuals
Our customer‑first behaviours
- Feel what customers feel – empathy and understanding their needs
- Say it straight – honest, direct communication
- Push for better – challenge the status quo and pursue continuous improvement
- Get it done – prioritise impact, act decisively, and take accountability for delivering brilliant customer outcomes
Benefits
- Private medical insurance
- Highly competitive pension
- Annual performance‑related bonus
- Training and development to progress your career
- Additional benefits through our salary sacrifice scheme
- Life assurance for peace of mind in the event of death
- Wellhub – health and wellness support
- Up to 2 days of paid volunteering per year
Job Info
- Job Identification 3017
- Apply Before 05/05/2026, 10:55 PM
- Location: 28 Long Causeway, Peterborough, Cambridgeshire, PE1 1LY, GB
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