Customer Representative

Overview

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

We have made our Branch Promise – all 696 of our branches will remain open until at least 2030, giving customers a choice in how they bank. Being the last branch on the high street in 148 towns, our Customer Representatives play a local role for customers and communities. We exist to do what is right for customers, listening, offering trusted guidance, and supporting people through everyday banking moments and life‑changing decisions.

• 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 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.
• Follow processes, spot potential issues and escalating concerns where needed to protect customers and the organisation.

• Feel what customers feel – we step into our customers' shoes, using their feedback and insights to empathise with them.
• Say it straight – we are brave in speaking out and saying what we think, openly sharing diverse perspectives to reach the best conclusions.
• Push for better – we challenge the status‑quo, taking responsibility for continuous improvement and personal development.
• Get it done – we prioritise what will have the greatest impact, are decisive and take accountability for delivering brilliant customer outcomes.

• Experience or passion to work in a customer service environment will help you thrive.
• Show pride in helping customers feel confident, supported and listened to, even when things are busy or complex.
• Bring patience, empathy and strong people skills to fully understand customers’ banking needs.
• Comfortable working in a fast‑paced environment where priorities can shift.
• Stay calm under pressure, adapt quickly and approach change with a positive mindset.
• Be confident using technology and be digitally savvy.
• Enjoy working as part of a high‑performing team and understand that great customer experiences are built through a strong team.
• Communicate clearly and naturally with people and can confidently guide customers face‑to‑face, on the phone and through digital services.
• Take ownership to get things done, acting with care and integrity to protect customers and their money.

• 12‑month Fixed Term Contract, full‑time, 35 hours per week, Monday to Saturday.
• 25 days holiday per year (increases to 30 over time) and up to 10 additional holiday days can be bought.
• Wellhub access for health and wellness.
• Up to 2 days paid volunteering per year.
• Ongoing training and development.
• Annual performance‑related bonus.
• Private medical insurance.
• Competitive pension scheme.
• Life assurance.
• Salary sacrifice scheme with a range of benefits.

We are a Disability Confident Level 3 Leader. Whatever your needs, we are here to support you. We champion inclusion and make sure everyone feels genuinely supported, valued and empowered.

Role is a 12‑month Fixed Term Contract, working full‑time, 35 hours per week, Monday to Saturday. 25 days holiday per year (increases to 30 over time) and up to 10 extra holiday days can be bought each year.