Customer Representative - Kingston Upon Thames

Nationwide; Kingston upon Thames; On-site; GBP 21,000 - 26,000; Part time

Benefits offered by this job

25 days holiday per year

Wellbeing access (Wellhub)

Up to 2 volunteering days per year

Training and development

Annual performance bonus

Private medical insurance

Competitive pension

Life assurance

Salary sacrifice benefits

London top-up £2,093 per annum (pro‑rā

Job summary

Nationwide is seeking a Customer Representative for Kingston Upon Thames to deliver high-quality customer experiences across branch, phone, and digital channels.

You will help customers with everyday banking moments, transactions, and product guidance, contributing to a friendly, secure, and inclusive service culture on the high street.

Qualifications

• Experience in customer service or frontline roles is beneficial.
• Strong communication and listening skills are essential.
• Ability to stay calm and professional in busy periods.

Responsibilities

• Welcome customers into the branch and understand their needs, offering trusted help with banking.
• Handle a range of transactions and queries accurately, while prioritising security and fairness.
• Guide customers through products and services that suit their needs and money management.
• Work with colleagues in a busy branch to deliver excellent service, even at peak times.
• Take ownership to follow processes and escalate concerns to protect customers.

Skills

Customer service

Communication

Empathy

Digital/tech savvy

Team collaboration

Tools

Digital tools

Job description

Customer Representative - Kingston Upon Thames

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 are looking for future talent in our communities to work at our branches in theKingston Upon Thamesarea. With this in mind, we will be conducting interviews to build a Talent bank in this location.

For this role you will be workingfull 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.

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
• Londontopup payment of £2,093 per annum, pro rata

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.

What to do next

At Nationwide,you’llbe trusted to make a meaningful difference for customers and communities every day.

Ifyou’reinspired by fairer finances, passionate about helping people, and ready to grow in a role that truly matters,you’reone of us.

Oncewe’vereceived your application,we’llinvite you to an online assessment whereyou’llreceive a link to our candidate hub.You’llneed 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.

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 .

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:

• You take pride in helping customers feel confident,supportedand listened to, even when things are busy or complex
• You bring patience,empathyand strong people skills, to fully understand our customers’ banking needs
• You’recomfortable 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’reconfident using technology and are digitally savvy
• You enjoy working as part of a high-performing team and understand that great customer experiences are built througha 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’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 Information

• Job Identification 4544
• Apply Before 08/18/2026, 10:55 PM
• Locations 24 Clarence Street, Kingston Upon Thames, Surrey, KT1 1NX, GB 26 London Road, Morden, Surrey, SM4 5DN, GB 114 High Street, New Malden, Surrey, KT3 4EU, GB 63 Victoria Road, Surbiton, Surrey, KT6 4NW, GB 129 Central Road, Worcester Park, Surrey, KT4 8DW, GB