Customer Representative - Hereford

Nationwide

Hereford

On-site

GBP 21,000 - 27,000

Full time

14 days+

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Benefits offered by this job

25 days annual leave

Private medical insurance

Pension

Life assurance

Salary sacrifice scheme

Wellbeing benefits

Volunteer days

Training and development

Job summary

Nationwide’s Hereford branch is seeking a Customer Representative to assist customers in person, over the phone and online. You’ll support everyday banking transactions and guide customers to suitable services, working within a close-knit branch team.

The role requires a commitment to excellent service, with the flexibility to cover Monday to Saturday hours on a 35-hour week, within a 45-minute commute of Hereford. 12-month fixed-term contract with initial training blocks.

Qualifications

Experience in a customer service environment.
Ability to handle a range of customer queries with care and clarity.
Strong communication skills and a friendly, helpful approach.

Responsibilities

Welcome customers and understand their needs to offer trusted, friendly help with banking.
Handle transactions and queries accurately while prioritising customer security and fairness.
Guide customers through banking products and services that fit their needs.
Collaborate with branch colleagues to deliver excellent customer service, even at peak times.
Follow processes and escalate concerns to protect customers and Nationwide.

Skills

Customer service

Communication

Empathy

In-person support

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’llbe a key part of the branch team. Supporting customers in person, over the phone and online.You’llhelp 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, andyou’llbe trusted to adapt your approach to meet the needs of different customers and situations.

While other banks continue to close branches,we’vemade 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’realso 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 dowhat’sright for customers, taking the time to listen, offering trusted guidance, and supporting people through everyday banking moments and lifechanging decisions.

Whenyou’reinspired by fairer finances, passionate about making a meaningful difference, andtruly careabout customers,you’reone of us. An advocate for positive change.

Whereyou’llbe working

We’relooking for a Customer Representative for our branch in Hereford, Herefordshire.

This role is a 12-monthFixed Term Contract,working full-time, 35 hours per week, Monday to Saturday.

You’llneed to be within a 45-minute commute of the branchyou’reapplying 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.

Uncompromisingly Customer, whatever our role

The extrasyou’llget

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
Wellhubaccess 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 builda strong foundationfor retirement
Life assurance to provide peace of mind for you and your loved onesin the event ofyour death
A great selectionofadditionalbenefits 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’reowned by our members - those customers who bank,saveor have a mortgage with us. We challenge the financial sector status quo. Wedon’tsee 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.

Ifyou’reinspired by fairer finances, passionate about making a meaningful impact, andtruly careabout our customers,you’reone 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’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.

We’rehere to help.

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

Whatyou’llbe doing

You’lldeliver 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’llbe there to support them with care,clarityand 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,securityand 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’llplay a vital role in keeping face to face banking meaningful and accessible on the high street, helping customers to feel supported,respectedand confident in their banking.

About you

We’reproud 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. Youdon’tneed 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:

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’rehonest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
Push for better- Wedon’tsettle 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

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’rehonest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
Push for better- Wedon’tsettle 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 alreadydemonstratedthese.

Job Info