Customer Representative

Unstoppably Nationwide; Bicester; On-site; GBP 18,000 - 24,000; Part time

Benefits offered by this job

25 days holiday

Extra 10 days option

Wellbeing benefits

Volunteer days

Training & development

Annual bonus

Private medical insurance

Competitive pension

Life assurance

Salary sacrifice options

Disability Confident

Job summary

Nationwide is looking for Customer Representatives to join our branch teams in the Bicester area. You will welcome customers, handle transactions and queries, and guide customers to appropriate banking products and digital tools.

This is a part-time role (21-35 hours per week) with a friendly, local community focus and opportunities to develop in a mutual, member-owned bank. Role involves working on Monday to Saturday with some days closed to the public; training lasts three weeks with no

Qualifications

• No banking experience required; a passion for helping customers is valued.
• Excellent communication and listening skills are essential.
• Comfortable using digital tools and online banking.
• Able to work as part of a busy branch team and support colleagues.

Responsibilities

• Welcome customers into the branch and understand their needs to offer trusted help with banking.
• Handle transactions and queries accurately while prioritising security and fairness.
• Guide customers to banking products and services suitable for their needs.
• Support colleagues in a busy branch environment to deliver excellent service.
• Follow processes and escalate issues to protect customers and Nationwide.
• Keep face-to-face banking meaningful and accessible on the high street.

Skills

Customer service

Communication

Digital literacy

Teamwork

Problem solving

Adaptability

Job description

You'll be a key part of the branch team. Supporting customers in person, over the phone and online. You'll help with everyday transactions, answer queries, and guide customers towards banking services and digital tools that make managing their money easier. No two days are the same, and you'll be trusted to adapt your approach to meet the needs of different customers and situations. While other banks continue to close branches, we've made our Branch Promise. It means all 696 of our branches will remain open until at least 2030, giving customers a choice in how they bank. We're also the last branch on the high street in 148 towns, which means our Customer Representatives play a local role for customers and communities. We exist to do what's right for customers, taking the time to listen, offering trusted guidance, and supporting people through everyday banking moments and life-changing decisions. When you're inspired by fairer finances, passionate about making a meaningful difference, and truly care about customers, you're one of us. An advocate for positive change.

We are looking for future talent in our communities to work at our branches in the Bicester, Oxfordshire area. With this in mind, we will be conducting interviews to build a Talent bank in this location.

For this role you will be working full or part-time, 21-35 hours per week, Monday to Saturday.

If this role is advertised as part-time, your salary will be pro rata.

This branch is a multi-skilled location and closed to the public every Tuesday and Thursday. On these closure days, you will be primarily supporting customers by taking calls on our savings line; however, banking support will also be required. Providing the same level of exceptional service to our customers with their everyday banking & savings enquiries, but over the phone.

You’ll need to be within a 45- minute commute of the branch you’re applying to work in.

Our training is designed to set you up for success in your role. The first three weeks are an important part of your journey with us, so we ask that no holiday is taken during this time. Your start date will be confirmed once an offer is made.

We may close this advert early if we receive a high volume of suitable applications.

Responsibilities:

What you'll be doing

• Welcome customers into the branch and take the time to understand their needs and offer 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
• Above all, you'll play a vital role in keeping face to face banking meaningful and accessible on the high street, helping customers to feel supported, respected and confident in their banking.

About you

Our Customer Representatives deliver simply brilliant experiences for our customers. You don't need experience in banking, but experience or a passion to work in a customer service environment will help you thrive.

• You take pride in helping customers feel confident, supported and listened to, even when things are busy or complex
• You bring patience, empathy and strong people skills, to fully understand our customers’ banking needs
• You're comfortable working in a fast‑paced environment, where priorities can shift and no two interactions are the same
• You stay calm under pressure, adapt quickly, and approach change with a positive mindset
• You're confident using technology and are digitally savvy
• You enjoy working as part of a high‑performing team and understand that great customer experiences are built through a strong team
• You communicate clearly and naturally with people and can confidently guide customers face to face, on the phone and through our digital services
• You take ownership to get things done, and act with care and integrity to protect our customers and their money

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.

High performing and purpose‑driven colleagues deserve a rewarding career and competitive benefits to match. We offer you:

• 25 days holiday per year, which increases over time to 30.
• Plus, you can 'buy' up to 10 extra days each year, giving you even more choice
• Wellhub access for a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year to support causes that matter to you
• Ongoing training and development to grow your skills and build a rewarding career in banking
• An annual performance related bonus to recognise the impact you make
• Access to private medical insurance helping you look after your health and wellbeing
• A highly competitive pension to help you build a strong foundation for retirement
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• A great selection of additional benefits through our salary sacrifice scheme
• Banking - but fairer, more rewarding, and for the good of society

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 .

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