Personal Banking Manager

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 while 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 while also supporting generous access to home working. We value our time in the office to solve problems, learn, and 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 based at our Northampton office. If your application is successful, your hiring manager will provide further details on how this works.

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 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 your 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 inquiries 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

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

It Would Be Nice If You Also Had

1. 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.

1. 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.
2. Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
3. 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

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

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

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 where 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 focused 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 videos from our colleagues giving you a really good idea of what it's like to work here at Nationwide.