Relationship Manager - Small Business

Description This

Leeds

Hybrid

GBP 30,000 - 38,000

Full time

3 days ago

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Benefits offered by this job

Private medical insurance

Pension plan

Annual bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub health and wellness

Paid volunteering

Job summary

Nationwide is hiring to support Small Business customers experiencing financial difficulty, listening to their circumstances and identifying practical, sustainable solutions that deliver positive outcomes.

The role offers hybrid working across the UK, with a Glasgow-based presence and collaboration with colleagues for events. You’ll manage complex enquiries with care, maintain accurate records, and help customers achieve the best possible outcome while upholding our values.

Qualifications

Experience working within Business Banking.
Ability to influence and collaborate with a wide range of stakeholders.
Solid understanding of Business Banking policies and procedures.
Exceptional attention to detail and ability to manage competing priorities.
Empathy and resilience when supporting customers through financial difficulties.
Ability to have meaningful conversations to understand customer needs.

Responsibilities

Work closely with Small Business customers experiencing financial difficulties to understand their objectives and support requirements.
Engage in meaningful conversations to understand circumstances and deliver tailored, high-quality service.
Take ownership of complex customer enquiries and resolve issues promptly and effectively.
Maintain accurate customer records and data, ensuring integrity and compliance with company standards.

Skills

Telephony skills

Communication

Stakeholder management

Risk management

Attention to detail

Empathy

Resilience

Understanding customers' needs

Job description

Our Small Business customers rely on us during some of the most challenging periods of their business journey. As part of our team, you'll play a vital role in supporting customers experiencing financial difficulty, taking the time to understand their circumstances and working with them to identify practical, sustainable solutions that deliver positive outcomes.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at our Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here .

Whilst this location is where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here .

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Uncompromisingly Customer, whatever our role

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

Private medical insurance

A highly competitive pension to help you build a strong foundation for retirement

Access to an annual performance-related bonus

Training and development to help you progress your career

A great selection of additional benefits through our salary sacrifice scheme

Life assurance to provide peace of mind for you and your loved ones in the event of your death

Wellhub – access to a range of free and paid options for health and wellness

Up to 2 days of paid volunteering a year

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.

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The hiring manager for this role is Ryan Crawford, and the main recruitment contact is Jemma Ives.

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

What you’ll be doing

In this role, you will work closely with Small Business customers who are experiencing financial challenges, helping them find practical and sustainable solutions that support their needs. You will engage in meaningful conversations to understand their business objectives, circumstances, and support requirements, building trusted relationships and delivering a consistent, high-quality service experience. You will also recognise potential vulnerabilities or financial difficulties and provide empathetic, tailored support to help customers achieve the best possible outcome.

You will take ownership of complex customer enquiries, resolving issues promptly and effectively while striving to exceed customer expectations. In addition, you will ensure all customer records and data are maintained with accuracy, integrity, and attention to detail, while managing customer interactions professionally and in line with company standards.

About you

For this role you will need to have:

Experience working within Business Banking and an understanding of the complexities and needs of different business entity types

The ability to influence and collaborate with a wide range of stakeholders, building strong relationships and confidently handling challenging conversations

A solid understanding of Business Banking policies and procedures, with Risk Management knowledge viewed as a distinct advantage

Exceptional attention to detail, alongside the ability to manage competing priorities and deliver results within tight timescales

Empathy and resilience when supporting customers through financial difficulties or challenging circumstances

The ability to have meaningful conversations with customers to understand their needs and provide tailored support, particularly for those who are vulnerable or facing financial difficulties.

Confident telephony and communication skills, enabling you to deliver exceptional customer interactions

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