Customer Relationships Manager

Unstoppably Nationwide; High Wycombe; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

25 days holiday pro rata

Private medical insurance

Competitive pension

Annual performance bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellbeing - Wellhub

Job summary

Nationwide is hiring a Customer Relationships Manager (CRM) for a 12-month secondment at our High Wycombe branch. The role is full-time, 35 hours per week, Monday to Saturday, based in Buckinghamshire.

You will support customers to access our products and services across branches, phone and video calls, building strong relationships. We expect strong customer-facing experience, excellent communication, and the ability to navigate financial services products.

Qualifications

• Experience addressing customer needs through sales processes and holistic service.
• Customer service skills across face-to-face, telephony or digital channels.
• Experience in Financial Services or Retail customer facing roles.
• Excellent verbal and written communication with clear explanations over phone and writing.
• Comfort with digital tools and office/database applications.
• Strong time management and attention to detail.
• Empathy and ability to build relationships with customers and stakeholders.

Responsibilities

• Build rapport with customers to understand needs and explain product options.
• Support customers face-to-face, by phone or video to access Nationwide products and services.
• Deliver outcomes by applying knowledge of products and services and asking the right questions.

Skills

Customer service

Verbal & written communication

Interpersonal skills

Digital channel experience

Time management

Empathy & rapport

Problem solving

Tools

Office suite

Database applications

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. Assisting our customers through all channels, you will develop skills to deliver the right outcomes for them, demonstrating 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'll 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

• 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
• Motivation and organisation with good time management skills and attention to detail in your work
• Empathy, compassion and be able to build good relationships with customers and internal and external stakeholders, such as other business areas, local groups or individuals within the community

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 - We are brave in speaking out and saying what we think - we're honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand. Push for better - We don't settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development. Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

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

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.

The extras you'll get

• 25 days holiday, pro rata
• Access to private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub - access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year
• Banking - but fairer, more rewarding, and for the good of society

This is a 12-month secondment opportunity, working full, 35 hours per week, Monday to Saturday and it is based at our High Wycombe branch in Buckinghamshire. 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. If you're a colleague on long term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Disability Confident. We're not just guided by data, we're driven by the real experiences of our people. We're a Disability Confident Level 3 Leader, the highest level. That's why we're constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we're here to support you. If you need any additional support throughout your application journey, email our team at .

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our .

If you want to find out more about using AI in our recruitment process, please read more .

The hiring manager for this role is Rob Follows, and the main recruitment contact is Katie Meades.