Customer Relationships Manager - Hull

Description This; Hull and East Yorkshire; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading financial services organization in Hull is seeking a Customer Relationships Manager to enhance customer experiences through multi-channel engagement. The role involves supporting customers face-to-face, via phone, and video call, identifying their needs using various products. Candidates should have robust customer service skills with relevant experience in Financial Services, and will enjoy flexible hybrid working conditions. Comprehensive training will be provided to help you grow and succeed in this rewarding role.

Benefits

Private medical insurance

Competitive pension

Performance-related bonus

Training and development

Salary sacrifice benefits

Life assurance

Health and wellness options

Paid volunteering days

Qualifications

• Relevant experience in addressing customer needs through sales processes.
• Customer service skills in face-to-face, telephony or digital channels.
• Experience in Financial Services or Retail customer facing role.
• Excellent verbal and written communication skills.
• Strong computer skills and comfort with digital tools.
• Good time management and attention to detail.
• Empathy and relationship-building skills.
• Problem-solving track record.

Responsibilities

• Support customers via phone, video call, or face-to-face.
• Identify customer needs using a range of products and services.
• Help colleagues with quality customer conversations.
• Support vulnerable customers with extra assistance.
• Deliver right outcomes for customers through all channels.

Job description

This Customer Relationships Manager (CRM) role 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 in a variety of different 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.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend 5 days a week based onsite at our Hull Branch working 35 hours per week, Monday to Saturday. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

Uncompromisingly Customer, whatever our role

The extras you’ll get

• From January 2026, all Nationwide colleagues will benefit from 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

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

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

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, there to support colleagues with quality customer conversations and there will also be a need to support our vulnerable customers, using your 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’ll be able to discover the options open to them and explain our products and services in a way that they understand. This is a fast paced and challenging role that we’re sure will be 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 is a role 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 and multiple ‘Office’/database applications for member service needs
• Motivation as well as 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 within the Nationwide and also local groups or individuals in the community
• A proven track record of problem solving

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.

Job Info

• Job Identification 1648
• Apply Before 12/28/2025, 11:50 PM
• Locations 17 Jameson Street, Hull, East Riding of Yorkshire, HU1 3HU, GB