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Personal Banking Manager

  • Contract: Permanent
  • Reference: R00MF00253
  • Closing Date: 31 July 2024
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At Nationwide, a Personal Banking Manager is an exciting customer focused role, where you will focus on developing more rewarding relationships by supporting our customers to access our products and services via inbound customer calls.

This role will support a range of non-advised products to fulfil the needs of our customers. Maximising your existing knowledge, whilst learning new skills.

If customer service and doing the right thing is important to you, send in your application by clicking apply today!

Current working hours are Monday-Friday between 8am - 6pm and every other Saturday with opening hours between 9am - 1pm.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, at one of our offices. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

Handling inbound calls you will develop skills to deliver the right outcomes for our customers. You will need a willingness to learn as you develop your understanding and skills across our non-advised product range.

Being a good communicator is crucial, as you build a rapport with each customer to gain a better understanding of the different ways we can help them.

You will have previous experience in identifying and meeting the needs of customers using our excellent knowledge of Nationwide's products which are predominantly Credit Cards, Personal Loans, General Insurance and Current Accounts.

By asking the right questions you will be able to discover the options open to them and explain our products and services in a way they understand.

This is a fast paced and challenging role that you will find rewarding. As a keen team player you will contribute to the overall performance of the department.

About you

You will be the first point of contact for all Inbound Customer enquiries on opening New Nationwide products.

This role will help in identifying and meeting the needs of customers using your extensive training knowledge of Nationwide's products which are predominantly Credit Cards, Personal Loans, General Insurance and Current Accounts.

As a minimum requirement you’ll:

  • Have relevant experience in addressing the needs of members through skilful, principle-based sales processes and addressing holistic member needs
  • Have first class communication skills
  • Have good PC skills to be able to navigate different systems whilst speaking to customers
  • Be a great team player with a good work ethic and the ability to be part of building a solid relationship with our members
  • Have the ability to work from home in a suitable environment within the opening hours above
  • Have experience of delivering fair member outcomes through the Nationwide Product range
  • Have excellent rapport building skills

It would be nice if you also had:

  • Telephony experience

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

  • Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
  • Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
  • Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

  • A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
  • Up to 2 days of paid volunteering a year
  • Life assurance worth 8x your salary
  • A great selection of additional benefits through our salary sacrifice scheme
  • Access to an annual performance related bonus
  • Access to training to help you develop and progress your career
  • Wellhub - Access to a range of free and paid options for health and wellness
  • 25 days holiday, pro rata

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.

As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.

When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We’d also like to see a portfolio of some of your work.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

After you click the ‘Apply now’ button, we’ll then confirm we’ve received your application successfully and invite you to the first stage; our online assessments!

Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focussed around what’s important to us in a member facing role at Nationwide.

If you pass these online assessments, we’ll then ask you to answer some questions in a video interview (don’t worry you can turn the camera off for this) within the next 48 hours.

In your candidate hub you’ll also be able to get hints and tips and watch video’s from our colleague’s giving you a really good idea of what it’s like to work here at Nationwide.

Personal Banking Manager

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