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, Mortgage Consultants 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.
More Information
Cunstomer Representative
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, Mortgage Consultants 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, Mortgage Consultants 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. Person Specification
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
Life Assurance
- You will be covered by non-contributory Life Assurance for an amount equal to four times your basic annual salary.
Subject to and after the satisfactory completion of 6 month probationary period, staff will be eligible for the following:
Private Medical Cover
- For staff earning more than £17,077 (or pro rata where part-time). Additional cover can be purchased for dependants.
Subsidised mortgage
- The Society operates a house purchase scheme for staff.
- The scheme is available to all permanent staff. Staff on a fixed term contract will be eligible after six months service. Staff must be 18 years of age and over. Your mortgage must cover main residence.
- The scheme is based on affordability. Staff will receive a subsidy payment of 0.5% on the first £50,000 of the loan. This will be paid and taxed through salary. Full details can be obtained from the Staff Handbook available on the Society's intranet site (SCOTI).
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
- On satisfactory completion of 6 month service staff are covered by non-contributory Life Assurance for an amount equal to four times basic annual salary.
Stakeholders Pension
- The Society offers a Stakeholder Pension through Norwich Union.
Permanent Health Insurance
- Income replacement policy which is subject to meeting criteria laid down by the insurer.
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 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.
Wow Scheme
- This is the Society’s recognition scheme allowing staff/customers to nominate individuals and teams for an award for providing outstanding service.
Yes Scheme
- This scheme is a means of listening to you - harnessing your energy and ideas and applying them to help us achieve our aim of ‘maximising member value’.
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.