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Clare - Customer Service Consultant
The area of the business I work in is where customers phone in and we're the first point of contact. We deal with any queries the customers might have, so on a daily basis you could be extending an overdraft, giving an account balance or dealing with a complaint that you may need to pass on or you may be able to just sort out from the first point of contact. So, it's very varied and you just chat with customers on a daily basis. The thing I love most about the job I'm doing is that no two days are ever the same. You don't know who you're going to get on the end of the phone from call to call, and chatting with people all day long is lovely, especially when the customers go away happy which is what our main aim is.
People in our Swindon contact centre talk to our customers over the phone. Whether they’re selling new products or simply delivering an efficient, informed service, their job is to build rapport, capitalise on their eye (and ear) for detail and make sure customers get the most from Nationwide. If you’re keen to progress, there’s plenty of scope to develop your career in other areas of the business as well.
There are two main types of role:
Customer Sales Consultant
There are many things that make life as a Sales Consultant in our Swindon contact centre especially rewarding. You’ll be promoting competitive, award-winning products ranging from personal loans to insurance. There’s absolutely no cold calling.
Prove your ability and there’s the potential to move up in the company and enjoy the chance of earning an uncapped monthly bonus.
While there is pressure to hit targets, we also focus on building relationships with our customers. By working out which of our products best meet their needs and helping them get the most from their relationship with Nationwide.
But answering call after call from people interested in our products all day long can be tough (and making sure they get exactly the right product for them, doubly so). However, we set challenging, but achievable sales targets, and give bonuses for meeting them. Prove your ability and there's the potential to move up in the company and enjoy the chance of earning a quarterly bonus.
Sales, contact centre or financial services experience isn’t essential as long as you're confident, determined, a great communicator and, above all, able to build rapport with customers. Bring us qualities like these and we’ll give you all the training and support you need to do a great job.
Take our quiz
Find out if our customer sales consultant role is right for you.
Customer Service Consultant
Customer Service Consultants do everything possible to help customers manage their finances better. That can mean taking care of anything from an address change or opening an account to handling an overdraft request. You’ll also generate new leads for our Customer Sales Consultants by identifying whether customers would benefit from any other products. There are targets, but they’re in place to motivate you.
When it comes to delivering great service, personality makes all the difference.
It’s a role where personality makes all the difference. Each customer is an individual with their own specific needs and the way you communicate with them directly affects how they think and feel about us. So, rather than financial services experience, you’ll need the ability to listen, empathise and inspire confidence. If you also have loads of initiative and essential PC skills plus the determination to deliver a great service, our training will teach you the rest.
Take our quiz
Find out if our customer service consultant role is right for you.