Customer Representative

Making a meaningful difference for our customers, every day

As a Customer Representative, you will make a real impact from day one.

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.

We’re looking for a Customer Representative for our branch in Guildford, Surrey. This role is a permanent position, working full‑time, 35 hours per week, Monday to Saturday. You’ll need to be within a 45‑minute commute of the branch you’re applying 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.

From 1 July 2026, the minimum salary for this role will be £26,500.

Benefits you’ll receive

• 25 days holiday per year, increasing to 30 over time, plus the option to buy up to 10 extra days each year.
• Wellhub access for a range of free and paid options for health and wellness.
• Up to 2 days of paid volunteering a year.
• Ongoing training and development.
• An annual performance‑related bonus.
• Private medical insurance.
• A highly competitive pension.
• Life assurance.
• A range of additional benefits through our salary sacrifice scheme.

You’ll deliver 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’ll be there with care, clarity and confidence.

• Welcome customers into the branch and take the time to understand their needs, offering trusted, friendly help with their banking.
• Handle a range of transactions and queries accurately, keeping customer needs, security and fairness front of mind.
• Guide customers through banking products and services that are right for them.
• Work closely with colleagues in 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 to protect customers and Nationwide.
• 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.

Our Customer Representatives deliver simply brilliant experiences for our customers. Experience in banking is not required, but experience or a passion for working in a customer service environment will help you thrive.

You should be able to show how:

• 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, fully understanding 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, acting 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 understand their needs.
• Say it straight – We are brave in speaking out and saying what we think, honest and direct, openly sharing diverse perspectives.
• Push for better – We don’t settle for mediocrity; we challenge the status quo and take responsibility for continuous improvement and personal development.
• Get it done – We prioritise the greatest impact, are decisive, and take accountability for delivering brilliant customer outcomes.

Disability Confident

We’re a Disability Confident Level 3 Leader, the highest level, and we continually evolve our policies and practices to make everyone feel supported, valued and empowered to champion inclusion.

• Job Identification 3709
• Apply Before 06/15/2026, 10:55 PM
• Location 32/34 High Street, Guildford, Surrey, GU1 3EL, GB