Customer Experience Champion – In-Branch Banking

Nationwide

Galashiels

On-site

GBP 20,000 - 30,000

Full time

3 days ago

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Benefits offered by this job

25 days holiday

Private medical insurance

Pension

Life assurance

Volunteering days

Training and development

Job summary

Nationwide in Galashiels is seeking a Customer Representative to deliver outstanding in-branch, phone, and online support. You will help customers with everyday transactions, answer queries, and guide them towards banking services and digital tools that simplify money management.

The role is permanent, full or part-time (16–35 hours per week) with a 45-minute commute requirement. You’ll join a multi-skilled branch that handles some calls on non-branch days and maintains exceptional service

Qualifications

Experience in customer service is beneficial.
Comfort with using digital banking tools.
Able to work in a fast-paced environment.

Responsibilities

Welcome customers into the branch and understand their needs, offering trusted, friendly help with their banking.
Handle a range of transactions and queries accurately, while keeping customer needs, security and fairness front of mind.
Guide customers through banking products and services that are right for them, helping them to manage their money with confidence.
Work closely with colleagues within a busy branch environment, supporting one another to deliver excellent customer service even at peak times.
Take responsibility for doing things the right way. Following processes, spotting potential issues, and escalating concerns where needed to protect customers and Nationwide.