Customer Service - Senior Personal Banker

NatWest Group; Wookey Hole; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading UK bank is seeking a motivated Senior Personal Banker to support customers in achieving financial goals through excellent service and digital tools. The role involves building relationships, conducting Financial Health checks, and providing expert advice on banking products. With a competitive salary starting at £26,350 pro-rata and a generous holiday entitlement of 36 days, this position offers an opportunity to develop your career in a dynamic work environment.

Benefits

Competitive salary

Healthcare benefits

Generous holiday entitlement

Retirement fund contribution

Qualifications

• Experience working in a customer-service environment with a focus on satisfaction.
• Ability to coach branch staff in maintaining customer relationships.
• Strong planning and organizational skills.

Responsibilities

• Build great relationships with customers as part of a branch team.
• Promote digital services to enhance banking experience.
• Conduct Financial Health checks and review customer accounts.

Skills

Organised

Customer service experience

Coaching skills

Rapport-building

Excellent communication

Motivated to develop career

Job description

Join us as a Senior Personal Banker. You'll proactively support customers, helping them realise the full benefits of our service through our digital channels, and assist 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 goes beyond expectations.

This job does not meet Skilled Worker visa sponsorship requirements.

What you’ll do

• Build great relationships with customers as part of a branch team.
• Promote the benefits of our growing range of digital services to simplify and enhance the banking experience.
• Act as a trusted expert, providing knowledge to help customers make the most of their money.
• Deliver the popular Financial Health Check, ensuring customers are fully informed about our products and services.
• Meet and support customers via video banking from home or face‑to‑face in a branch.
• Conduct Financial Health checks and review customer accounts.
• Identify products and services that suit customers’ needs, helping them save and invest.
• Spot opportunities for more complex needs such as mortgages, private banking, business banking and protection.
• Complete outbound care calls to grow and maintain relationships.

Skills you’ll need

• Organised, self‑motivated and diligent with a passion for excellent customer service.
• Experience working in a customer‑service environment, thriving under pressure to achieve satisfaction.
• Ability to coach branch staff to acquire, grow and retain quality customer relationships through regular care calls.
• Strong rapport‑building and trust‑developing skills in both face‑to‑face and virtual settings.
• Excellent communication, interpersonal, planning and organisational skills.
• Motivation to develop your own career and meet branch and personal goals.

How we’ll reward you

• Competitive salary starting at £26,350 pro‑rata for the hours you work.
• Protection, healthcare and lifestyle benefits through NatWest Group Benefits.
• Generous holiday entitlement of 36 days pro‑rata.
• Monthly contribution to your retirement fund.

NatWest Group supports and encourages applications from individuals who speak, or are learning to speak, Welsh. (Only for branches in Wales.)

Working pattern

You will work flexible shifts between 8 am and 8 pm, including bank holidays.

Learning journey

Start with a comprehensive training programme, gain new skills and confidence, and study toward a recognised external qualification that opens doors to further career opportunities.