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Member Relationships Manager

Member Relationships Manager

  • Location(s): Newcastle upon Tyne Branch
  • Salary: Up to £25,541
  • Contract Type: Fixed Term Contract
  • Ref: R00BN05338
  • Closing Date: 04 February 2022
  • We're happy to consider flexible working approaches for this role

A Member Relationships Manager (MRM) is an exciting new, multi-skilled role where you’ll focus on supporting our members however they choose to get in touch with us. Having a flexible approach, helping our customers face-to-face in branch for some of your working week and also supporting our members remotely (from your home) via the phone or online for the rest of your working week.
There are both full and part time opportunities and, to be there when our members need us, the role will operate on a rota basis across our contact centre hours of Monday to Sunday, 8am to 8pm.

You’ll need to work between the branch and your home location, with this is mind please ensure that you have a suitable working environment when taking calls at home to support members, including outside of Nationwide branch hours. 

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

Supporting our members is at the heart of this role whether it’s via phone, digital or face to face. By using our range of products, services and propositions, you’ll help resolve their queries and meet their personal financial wellbeing needs. You’ll be able to answer a wide range of customer enquiries, including complex topics and refer members to specialist advisers when you identify a need.

In Branch, you’ll be a key part of the team. You’ll coach and support your colleagues, providing continuous and ‘in the moment’ feedback on member interactions and branch activity, and supporting them with planned and ‘on the spot’ coaching activities to develop them in their role. You will support the branch teams in implementing and embedding change and in resolving complaints to achieve ‘right first time’.

MRMs will help to co-ordinate and lead community engagement initiatives such as 'Tea & Tech' events in their area to help members use digital tools and channels. You’ll also lead educational events in the community to support members with topics such as money management and fraud awareness and be an advocate for digital self-service.

You’ll be a ‘Vulnerability Champion’ giving proactive support to members who need it and being there for those facing financial hardship. You will also use this specialist knowledge to be an SME for your colleagues and be there for them when they need extra help and guidance.

There is comprehensive training and support provided to ensure that you have the toolkit required.

About you

You’ll need to have:

- Customer service skills in face to face, telephony or digital channels
- Experience in a Financial Services or a Retail customer facing role
- Excellent verbal and written communication skills with an ability to explain decisions confidently and clearly over the telephone and in writing
- Computer skills and be comfortable using digital tools, such as mobile devices, online calculators, etc and multiple ‘Office’/database applications for member service needs
- Be motivated and organised with good time management skills and attention to detail in your work
- Empathetic, compassionate and able to build good relationships with customers and internal and external stakeholders, such as other business areas within the Society and local groups or individuals within the community
- Logical thinker/problem solver


The extras you’ll get

For helping us do the right thing for our members, you’ll get:
• a personal pension (most people put in 7% of their salary which we’ll top up by a further 16%)
• up to two days of paid volunteering a year
• buying or selling holiday (25 days holiday)
• the chance to buy things like dental cover for you and your family.

Why work at Nationwide

We’re different from other financial service providers. We’re a building society, owned by our members. And for over 130 years, we’ve supported those members to make the most of their money and achieve what they want from life.
That’s reflected in the way we work here at Nationwide. We come together to make sure we’re doing things in the best way possible, both for each other and for our members. If you join us, you’ll be part of that. You’ll be able to help us build something really quite special. And you’ll have the opportunity to make a real difference.
On top of that, we always want you to be yourself. To use your skills and experience to make our Society stronger. To feel valued for who you are, not just what you do. Because here at Nationwide, we understand that we can do more together than we ever could alone.

What to do next

If you’d like to apply, just 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.
Best of luck in your application!

Member Relationships Manager

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