Customer Representative - Derby

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.

Where you'll be working

We are looking for future talent in our communities to work at our branches in the Derby area. With this in mind, we will be conducting interviews to build a talent bank in this location.

You will be 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.

Training & Onboarding

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.

We may close this advert early if we receive a high volume of suitable applications.

Responsibilities

• 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.

Benefits

• 25 days holiday per year, which increases over time to 30, 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 to grow your skills.
• Annual performance related bonus.
• Private medical insurance.
• A highly competitive pension.
• Life assurance.
• A selection of additional benefits through our salary sacrifice scheme.

About you

• Take 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 our customers' banking needs.
• Be comfortable working in a fast paced environment, where priorities can shift and no two interactions are the same.
• 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 our digital services.
• Take ownership to get things done, and act with care and integrity to protect our customers and their money.

Customer First Behaviours

• Feel what customers feel - We step into our customers' shoes, using their feedback and insights to empathise with them and to understand their needs.
• 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.
• 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.

EEO: Disability Confident

We're a Disability Confident Level 3 Leader, the highest level. We're constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we're here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Job Info

• Job Identification 4101
• Apply Before 07/16/2026, 10:55 PM