Customer Service – Senior Personal Banker

NatWest Group; Glasgow; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Protection, healthcare and lifestyle

36 days holiday pro rata

Retirement fund contributions

Job summary

NatWest Group in Glasgow is seeking a Senior Personal Banker to support customers face-to-face in-branch and via digital channels, helping them realise the full benefits of our services and addressing more complex needs such as mortgages and protection.

You’ll work in a flexible pattern with training to achieve the Professional Bankers Certificate, build on your skills, and contribute to a high‑quality banking experience across our digital and branch services.

Qualifications

• Experience in a customer service environment and delivering excellent service.
• Ability to build rapport with customers and understand their needs.
• Strong communication and interpersonal skills in person and virtually.
• Excellent planning and organisational abilities; proactive and organised.

Responsibilities

• Meet and support customers face to face in the branch.
• Conduct Financial Health checks and review customer accounts.
• Identify suitable products and services to help customers manage money.
• Support complex needs such as mortgages, private banking and protection; perform outbound care calls.

Skills

Customer service

Communication

Interpersonal skills

Coaching

Planning

Organisational skills

Job description

Join us as a Senior Personal Banker in Glasgow

• You'll proactively support customers, helping them realise the full benefits of our service through our digital channels, as well as helping them with more complex financial needs such as home buying and protection
• With no two days the same, you can expect lots of variety as you help us deliver a banking service that's beyond what's expected
• We'll support you to achieve the Professional Bankers Certificate and build on your existing skills with a full training and development programme
• This job does not meet Skilled Worker visa sponsorship requirements

What you'll do

As a Senior Personal Banker aligned to one of our branches, you'll be in the perfect place to build great relationships with our customers, as well as proactively promote the benefits of our growing range of digital services to simplify and enhance their banking experience.

Our customers will look to you to support them in their decisions as to how they bank with us. You'll act as a trusted expert, providing them with the knowledge they need to make the most of their money. With an emphasis on the delivery of our popular and insightful Financial Health check, you'll make sure they're fully informed when it comes to the products and services we offer.

Day to day, you'll be:

• Meeting and supporting customers face to face in the branch
• Conducting Financial Health checks and reviewing customer accounts
• Identifying products and services that are right for our customers, helping them to make the most of their money and savings
• Identifying opportunities to help customers with more complex needs such as mortgages, private banking, business banking and protection
• Completing outbound care calls to customers to grow and maintain the relationship

The skills you'll need

We're looking for organised, self-motivated and diligent individuals with a passion for delivering excellent customer service in every interaction. You'll also be motivated and driven to develop your own career and meet branch and personal goals. As a trusted adviser you'll strive to improve standards for our customers, looking for ways to make their lives easier and taking the stress out of banking.

We'll also be looking for you to demonstrate:

• Experience of working in a customer service environment with the ability to thrive under pressure and achieve customer satisfaction

• The ability to work with and coach the branch team to acquire, grow and retain quality customer relationships via regular customer care calls

• The ability to build rapport and trust with customers in both face to face and virtual environments and provide them with the right options for their circumstances

• Excellent communication and interpersonal skills with a genuine interest in building relationships

• Excellent planning and organisational skills

How we'll reward you

You'll join us on a competitive salarystarting of £28,475, pro rata for the hours you work.

You'll also benefit from:

• A range of protection, healthcare and lifestyle benefits through Natwest Group Benefits, our fully flexible reward programme
• A generous holiday entitlement of 36 days, pro rata for hours worked
• A monthly contribution to your retirement fund

To find out more about the benefits we offer, check out our rewards and benefits page.

Your working pattern

You're joining an incredible network of colleagues who are here for our customers whenever and wherever they need us. You'll need to be flexible in terms of the shifts you do and the hours you work, which will be between the hours of 8am and 8pm and will include some bank holidays.

Your learning journey

Your journey starts with a comprehensive training programme where you'll gain a range of new skills, and the confidence to use them. You'll benefit from ongoing coaching and support, and study towards a recognised external qualification that will open the door to further career opportunities too.