Customer Representative - Crawley

Overview

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.

What you'll be doing

As a Customer Representative, you will:

• 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.
• 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.

About you

We're proud of our branches and the service they provide to our customers. The experts at Moneyfacts have named Nationwide 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 for customer service 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.

Benefits

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

Job Info

• Job Identification 4031
• Apply Before 07/08/2026, 10:55 PM
• Location 58/62 The Boulevard, Crawley, West Sussex, RH10 1XW, GB