Customer Representative

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

While other banks continue to close branches, we’ve made 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’re also 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 do what’s right for customers, taking the time to listen, offering trusted guidance, and supporting people through everyday banking moments and life changing decisions.

When you’re inspired by fairer finances, passionate about making a meaningful difference, and truly care about customers, you’re one of us. An advocate for positive change.

• 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, security and 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’ll play a vital role in keeping face to face banking meaningful and accessible on the high street, helping customers to feel supported, respected and confident in their banking

We’re proud of our branches and the service they provide to our customers. agree and have named Nationwide as the 2026 Branch Network of the Year.

Our Customer Representatives deliver simply brilliant experiences for our customers. You don’t need experience in banking, but experience or a passion to work in a customer service environment will help you thrive.

• You take pride in helping customers feel confident, supported and listened to, even when things are busy or complex
• You bring patience, empathy and strong people skills, to fully understand our customers’ banking needs
• You’re comfortable 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’re confident using technology and are digitally savvy
• You enjoy working as part of a high‑performing team and understand that great customer experiences are built through a 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

• 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.

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…