More Information

Customer Representative

Reporting to the Branch Manager (BM), the Customer Representative (CR) is the first point of contact for customers visiting the Branch Network and plays an essential role as the “Face of the Society” to the Customer. In this key role, the CR is responsible for providing a friendly, respectful and prompt service to all customers and for delivering an outstanding Customer Experience. In addition to providing efficient and accurate counter services, the CR generates referrals for potential new business by securing appointments for customers with Customer Account Managers or Nationwide Independent Financial Advisers. The CR is targeted and measured on the number and type of appointments generated and the quality of customer interactions. The vast majority of activity in this role is customer facing.

Job Description

• Manage a range of counter services and deal with customer transactions and requests promptly and effectively.
• Provide customers with information from their records.
• Process and record new transactions.
• Provide all customers with a great customer experience when they visit the branch by engaging them in conversation and displaying genuine interest in their needs.
• Manage all customer interactions in a way that makes the Society “easy to do business with” in the eyes of the customer.
• Identify opportunities for new business during customer interactions and encourage customers to book follow-on appointments with Customer Account Managers, or Nationwide Independent Financial Advisers as appropriate.
• Proactively inform customers about new and existing products and services.
• Seek opportunities to meet customers and identify sales opportunities.
• Encourage customers to review their financial situation regularly and refer them to the appropriate Customer Account Managers, or Nationwide Independent Financial Advisers for help and guidance.
• Deliver against weekly and monthly targets.
• Complete non-advised factfind with existing customers to help customers choose the best product for their needs.
• Complete the sale of non-advised, non-regulated products such as savings accounts and foreign currency.
• Handle all cash transactions accurately adhering to policy and processes.
• Balance all cash tills or floats.
• Accurately administer cash as directed by the BM so that cash delivery is securely managed and tills are adequately stocked through the day.
• Prepare and dispatch customer administration paperwork, e.g. reminder letters and change of address details so that all communications are polite, accurate and timely.
• Complete general office duties in line with the Branch rota including but not limited to ordering stationery, filing, and general correspondence.
• Request information and action from external parties and Regional Office and check both incoming and outgoing documentation for accuracy and completeness e.g. the completion and registration of R85 forms.
• Keep records and all business registers up to date at all times.
• At the request of the Branch Manager, mentor new staff in the branch, providing advice on work processes and sharing best practice.
• Adhere to all Health and Safety requirements, particularly in the area of Branch Security.
• Keep counter and work area tidy and up to date at all times.
• Keep up to date with, and adhere to, all company policies and procedures.

Candidates must have Maths and English Standard Grade or equivalent. Previous experience in a retail / customer facing role is strongly preferred. Computer literacy skills are essential, as is the ability to work alone or as part of a team. A basic understanding of the Financial Services Industry is strongly preferred.

Explanatory Notes

Benefits

Private Medical Cover

• For staff earning more than £17,819 (or pro rata where part-time). Additional cover can be purchased for dependants.
  

Bonus Scheme

• Staff in all areas of our buisness are eligable to an attractive bonus scheme

Staff Defined Contribution (DC) Pension Scheme

• Staff are entitled to participate in the Society’s Defined Contribution (DC) pension scheme.
  
• Contribution levels are generous with total maximum combined employer and employee contributions levels being 16% of salary.
• The scheme is flexible enough to meet your budget as follows:
  
  

  Employee Payments % of basic salary	Employer Payments % of basic salary	Total payments % of basic salary
  Less than 0	0	0
  3	5	8
  4	6	10
  5	7	12
  6	8	14
  7	9	16

Life Assurance

• All staff are covered by non-contributory Life Assurance for an amount equal to four times basic annual salary.

Childcare Vouchers

• The Society offers a Childcare voucher scheme in partnership with Accor to all eligible staff.

Other Information

Training

• Employees are required to attend courses from time to time at our Regional / Head Office. Most of the staff in the Society will attend training in house by our own trainers but if you or your manager think it would be beneficial for your development to attend external courses we will explore these options .

Job Opportunities

• All job opportunities that arise within the society are advertised internally on the Society’s Intranet site (SCOTI). Should you be interested in applying for a position then there is a link to the internal application form on line. Vacancies are often also advertised externally, particularly when the role requires specific technical skills or knowledge

Refer a Friend

• The Society has a refer a friend scheme which allows you to refer a friend or family member for a vacancy when it is advertised internally. The scheme allows you to be awarded with a payment of £300 after successful completion of their 6 month probationary period should your referral be successful.

Employee Assistance Programme

• The Society provides a confidential Employee Assistance Programme for all staff .

No Smoking

• There is a no smoking policy throughout the Society premises.