Customer Representative - Falkirk

Nationwide Group; Falkirk; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

25 days holiday

Wellhub health & wellbeing access

Up to 2 days volunteering per year

Private medical insurance

Competitive pension

Life assurance

Salary sacrifice perks

Job summary

Nationwide Building Society is hiring a Customer Representative in Falkirk, Scotland. The role is a permanent, full-time position (35 hours per week, Monday to Saturday) where you’ll support customers in person, over the phone and online, handling everyday transactions and guiding them to suitable banking services and digital tools.

You’ll work as part of a local branch team, adapting to diverse customer needs.

Qualifications

• Excellent customer service and interpersonal skills.
• Good numeracy and IT literacy for everyday banking tasks.
• Ability to work across in-branch, phone and online channels.

Responsibilities

• Welcome customers to the branch and deliver friendly service across in-branch, phone and online channels.
• Assist with everyday banking transactions and queries, guiding customers to appropriate products and digital tools.
• Provide accurate information and resolve issues in a timely, compliant manner.

Skills

Customer service

Communication

Problem solving

Teamwork

Tools

CRM software

Job description

Making a meaningful difference for our customers, every day

As a Customer Representative, you will make a real impact from day one.

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 lifechanging 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.

Where you’ll be working

We’re looking for a Customer Representative for our branch in Falkirk, Scotland.

This role is a permanent position, working full-time, 35 hours per week, Monday to Saturday.

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.

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

Uncompromisingly Customer, whatever our role

The extras you’ll get

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

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

At Nationwide, you’ll be trusted to make a meaningful difference for customers and communities every day. If you’re inspired by fairer finances, passionate about helping people, and ready to grow in a role that truly matters, you’re one of us.

Once we’ve received your application, we’ll invite you to an online assessment where you’ll receive a link to our candidate hub. You’ll need to complete the online assessments within 48 hours of applying. This includes a situational judgement test, checking and numerical assessments.

Our hub also provides guidance and tips from our colleagues to help you understand more about a rewarding career at Nationwide.

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

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 Privacy policy .

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

Disability Confident

We'renot just guided bydata,we'redriven by the real experiences of our people.We'rea Disability Confident Level 3 Leader, the highest level.

That'swhywe'reconstantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs,we'rehere to support you.If you need anyadditionalsupport throughout your application journey, email our team at Recruitment Support .

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don't be conned by a job scam.

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

What you’ll be doing

You’ll deliver great customer experiences across a range of banking moments. Whether customers choose to visit us in branch, speak to us over the phone or use our digital services, you’ll be there to support them with care, clarity and confidence.

As a Customer Representative, you will:

Welcome customers into