Customer Representative - Heanor

Nationwide Group

Heanor

On-site

GBP 12,000 - 18,000

Part time

9 days ago

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Benefits offered by this job

25 days holiday

Wellhub health & wellness

Volunteer days

Training & development

Annual performance bonus

Private medical insurance

Pension

Life assurance

Salary sacrifice benefits

Job summary

Nationwide is hiring a Customer Representative for our Heanor branch in Derbyshire. This 12-month Fixed Term Contract is part-time, 22 hours per week, Monday to Saturday, with pro rata salary for part-time work.

You will support customers in person, over the phone, and online, helping them with everyday banking moments and guiding them to suitable products and digital tools. You’ll join a branch that remains open across 696 locations and be part of a team focused on fairer finances.

Qualifications

No banking experience required; prior customer service work is beneficial.
Able to listen and respond with clarity and courtesy.
Comfortable using digital banking tools and services.

Responsibilities

Welcome customers to the branch and understand their needs.
Process a range of transactions and queries accurately with security in mind.
Guide customers to banking products and digital tools that suit them.
Collaborate with branch colleagues 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

Active listening

Communication

Empathy

Digital literacy

Teamwork

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 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.

Where you'll be working

We're looking for a Customer Representative for our branch in Heanor, Derbyshire.

This role is a 12-month Fixed Term Contract opportunity, working part-time, 22 hours per week, Monday to Saturday.

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

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

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

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.

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 Recruitment Support.

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 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

We're proud of our branches and the service they provide to our customers. The experts at Moneyfacts agree and have named Nationwide as the 2026 Branch Network of the Year.

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 should be able to show how:

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.

Job Info