Customer Service

It's you our members turn to first

Our team

We’re the face of Nationwide for millions of our members – whether in our branches or at the end of a phone. They turn to us for help and advice, and we deliver the legendary service we’ve become known for. Add your customer service expertise to ours, and you’ll quickly become a vital part of one of the most important teams in our Society.

Current vacancies

Explore our current vacancies and apply for roles at Nationwide.

Member Representative

£17,000 - £23,158

Location Lanarkshire

Contract Fixed Term Contract

View job

Member Representative

£17,000 - £23,158

Location Berkshire

Contract Fixed Term Contract

View job

Member Representative

£17,000 - £23,158

Location Berkshire

Contract Fixed Term Contract

View job

There are 7 vacancies in Customer Service
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What we do

We speed up queues, handle complex enquiries, refer customers to the relevant people and deliver exceptional service. We’re always on the lookout for friendly people who love meeting and greeting customers. Our ideal Member Representative stays cool under pressure, has a great knowledge of our products and services and is always friendly and approachable.

Take the quiz

Find out if a Nationwide Customer Support role would suit you. It's quick, easy and anonymous. Pick one of the answers for each of these ten short questions. You'll learn more about working for the Society and get useful advice on next steps.

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Customer Satisfaction

What do customers want?

Jo Causon, Institute of Customer Service CEO, came to talk to colleagues at Nationwide about what customers really want.

Her opinion matters to us. Having happily spent many years topping customer satisfaction charts in Financial Services, we decided to raise the bar. A thorough search for the most rigorous measurement brought us to Jo's Institute and their customer satisfaction index.

Providing legendary service is one of our key objectives across the Society, so we were keen to hear what she had to say.

What is good customer service?

The Institute’s purpose is to make the UK better at customer service. Jo asked 'What does customer service mean to you?' The key is that 'one size doesn’t fit all'.

No two answers will be the same. What we each class as outstanding, good or unsatisfactory is unique for every one of us. We all have ever growing demands, frustrations and wishes when it comes to being satisfied in the world of customer service and therefore why it matters will also differ.

When we think of customer service, we usually think of physically interacting with a customer who is purchasing a product or service, however Jo was quick to remind us that, as colleagues, we are all customers of each other.

How does it make you feel?

However, it turns out the age-old phrase 'the customer is always right', isn’t right! What really matters is how we feel about the transaction. Here's a quick overview of a story that Jo shared.

She and her mother booked a cruise but unfortunately her mum had a fall and they couldn't go. After claiming the costs through insurance, Jo received a cheque in the post along with a compliments slip.

However, the insurance company did something a little different for Jo's mother. They sent her a personalised letter saying how sorry they were that she was unable to go on her cruise and wishing her well. This was, for the insurance company, a very small deed, but one that made Jo's mother feel special and valued.

At Nationwide, our PRIDE values guide us in how to give great service. The D – Doing the right thing, in the right way, is certainly paying dividends as we are consistently in the top 10 of the Institute’s coveted Customer Satisfaction Index.

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