Customer Relationships Manager

Nationwide; Cambridge; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading financial service provider based in Cambridge seeks a Customer Relationships Manager (CRM) to foster rewarding customer relationships through various channels. This role demands outstanding customer service and strong communication skills to effectively help clients with product access and inquiries. Applicants should have relevant experience in customer-facing roles and a desire to learn and grow within the organization.

Benefits

Personal pension scheme

Up to 2 days of paid volunteering

25 days holiday

Life assurance

Annual performance-related bonus

Access to training and wellness options

Qualifications

• Experience in addressing customer needs through sales processes.
• Ability to communicate clearly and confidently.
• Experience in a Financial Services or Retail role is preferred.

Responsibilities

• Support customers via phone, video, and face-to-face.
• Identify customer needs and recommend appropriate solutions.
• Assist colleagues with quality customer interactions.

Skills

Customer service skills

Communication skills

Time management

Problem-solving skills

Job description

Customer Relationships Manager (CRM) is an exciting, multi-skilled and customer focused role, where you’ll focus on developing more rewarding relationships by supporting our customers to access our products and services through a variety of ways. Having a flexible approach, helping our customers face-to-face in branch and supporting them remotely via the phone or by video call means you will be maximising your existing knowledge, whilst learning new skills.

You’ll be based from our Cambridge Branch for all activity. This is a permanent role working full time, 35 hours per week, Monday to Saturday.

If this role is advertised as part time the salary will be pro rata.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

What you’ll be doing

Supporting our customers is at the heart of this role whether it’s via phone, video call or face to face. By using our range of products, services and propositions, you’ll help to identify their needs and support them in accessing our product range. You’ll be able to answer a wide range of customer enquiries, including complex topics and refer customers to specialist advisers when you identify a need.

You’ll be an SME within your branch location, to support colleagues with quality customer conversations. You will be available to support our vulnerable customers, using this specialist knowledge to be there for them when they need extra help.

Supporting our customers through all channels, you will develop skills to deliver the right outcomes for our customers. You will need a willingness to learn as you develop your understanding and skills across our non-advised product range. Being a good communicator is crucial, as you build a rapport with each customer to gain a better understanding of the different ways we can help them. By asking the right questions you will be able to discover the options open to them and explain our products and services in a way they understand. This is a fast paced and challenging role that we’re sure you will find rewarding.

You will have previous experience in identifying and meeting the needs of customers using your excellent knowledge of Nationwide's products which are predominantly Credit Cards, Personal Loans, General Insurance and Current Accounts.

This role is jam-packed full of opportunities to use your existing knowledge and experience as well as benefiting from a comprehensive training and support package so you can grow and develop.

About you

You’ll need to have:

• Relevant experience in addressing the needs of customers through skilful, principle-based sales processes and addressing holistic customer needs
• 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 with an ability to explain decisions confidently and clearly over the telephone and in writing
• Computer skills and be comfortable using digital tools, such as mobile devices, online calculators, etc and multiple ‘Office’/database applications for member service needs
• Be motivated and organised with good time management skills and attention to detail in your work
• Empathetic, compassionate and able to build good relationships with customers and internal and external stakeholders, such as other business areas within the Society and local groups or individuals within the community
• Logical thinker/problem solver

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• 25 days holiday, pro rata
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career.
• Wellhub - Access to a range of free and paid options for health and wellness

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are Purpose-driven. Uncompromisingly Customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

The Hiring Manager for this role is Maxine Casimiro and the main resourcing contact is Jill Hewitt.