Customer Support

You'll start your journey in one of our branches, providing face‑to‑face support to customers. While you'll handle some everyday banking tasks, the heart of this role is helping people through important moments—offering reassurance, guidance and practical support. This can include supporting someone through a bereavement, resolving a fraud concern, helping a vulnerable customer, or building confidence with digital banking. You'll adapt to different customer needs, promote and support our digital services, and confidently help customers use online and mobile banking independently.

You'll also recognise opportunities to connect customers with the right products and services, grow into other roles across the Group, and potentially support customers by phone, online, or through channels like web chat, video or social media.

• Provide face‑to‑face support to customers at our branches.
• Handle everyday banking tasks while offering reassurance, guidance and practical support during important moments.
• Assist customers with bereavement, fraud concerns, vulnerability, and building confidence in digital banking.
• Promote and support digital services, and help customers use online and mobile banking independently.
• Recognise opportunities to connect customers with appropriate products and services.
• Adapt to different customer needs and maintain calm under pressure.

• A minimum of 12 months customer service experience.
• Honesty and genuine care for helping people with their finances.
• Ability to quickly build relationships and give customers a fantastic experience.
• Passion to put yourself in the customers' shoes, show empathy, act with care and integrity, and take time to resolve queries.
• Commitment to deliver on your promises and go above and beyond for the customer.
• Ability to collaborate closely with colleagues to ensure customer needs are met.
• People‑person qualities with adaptability, empathy and teamwork.
• Desire to learn and grow within the Group’s Skill Progression Framework.

We require new colleagues to spend a minimum of 12 months in a customer service role, mastering new skills, dealing with more complex customer needs, and earning valuable accreditations through our Skill Progression Framework. You will then have opportunities to explore a wide range of career paths across the Group, including Digital, Operations, Fraud, Financial Planning and leadership roles.

• A generous pension contribution of up to 15 %.
• An annual performance‑related bonus.
• Private medical benefit with BUPA.
• Share schemes.
• Discounted shopping and other lifestyle‑adapted benefits.
• 22 days' holiday (increases over time), with bank holidays on top and pro‑rated for part‑time roles.
• Well‑being initiatives and generous parental leave policies.
• Salaries reviewed annually on 1 April as part of our annual pay review.
• Full uniform provided.

We are committed to creating an inclusive workplace that reflects the diversity of our customers and communities. We are disability confident and offer reasonable adjustments to recruitment processes. Our ambition is to be the leading UK business for diversity, equity and inclusion.