Job Description

Customer Relationships Manager (CRM) is an exciting, multi-skilled and customer focused role, where youxe2x80x99ll focus on developing more rewarding relationships by supporting our customers to access our products and services through a variety of ways. Having a flexible approach, helping our customers face-to-face in branch and supporting them remotely via the phone or by video call means you will be maximising your existing knowledge, whilst learning new skills.Youxe2x80x99ll be based from our Aberdeen for all activity, but may be required to work from home in the future. This is a permanent role working full time, 35 hours per week, Monday to Saturday.More rewarding. From 1 July 2025, salaries for this role will increase to xc2xa325,750Youxe2x80x99ll need to be within a 45 minute commute of the branch youxe2x80x99re applying to work in, and herexe2x80x99s the good news. Whilst major banks continue to close branches, wexe2x80x99re keeping ours open. Nationwidexe2x80x99s commitment to the High Street means we now have the UKxe2x80x99s largest network, with over 600 branches. So if the location youxe2x80x99re considering is outside the 45 minutes then please check our that are closer to you.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 youxe2x80x99ll be doingSupporting our customers is at the heart of this role whether itxe2x80x99s via phone, video call or face to face. By using our range of products, services and propositions, youxe2x80x99ll help to identify their needs and support them in accessing our product range. Youxe2x80x99ll be able to answer a wide range of customer enquiries, including complex topics and refer customers to specialist advisers when you identify a need.Youxe2x80x99ll be an SME within your branch location, to support colleagues with quality customer conversations. You will be available to support our vulnerable customers, using this specialist knowledge to be there for them when they need extra help.Supporting our customers through all channels, 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. 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 wexe2x80x99re sure you will find rewarding.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.This role is jam-packed full of opportunities to use your existing knowledge and experience as well as benefiting from a comprehensive training and support package so you can grow and develop.About youYouxe2x80x99ll need to have:

• Relevant experience in addressing the needs of customers through skilful, principle-based sales processes and addressing holistic customer needs
• 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 xe2x80x98Officexe2x80x99/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

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customersxe2x80x99 shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think xe2x80x93 wexe2x80x99re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better - We donxe2x80x99t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.The extras youxe2x80x99ll getThere are all sorts of employee benefits available at Nationwide, including:

• A personal pension xe2x80x93 if you put in 7% of your salary, wexe2x80x99ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• 25 days holiday, pro rata
• 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

Banking xe2x80x93 but fairer, more rewarding, and for the good of societyWe forge our own path at Nationwide.As a mutual, wexe2x80x99re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We donxe2x80x99t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.If youxe2x80x99re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, youxe2x80x99re one of us.At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.We are Purpose-driven. Uncompromisingly Customer. Unstoppably Nationwide.What to do nextIf this role is for you, please click the xe2x80x98Apply Nowxe2x80x99 button. Youxe2x80x99ll need to attach your up-to-date CV and answer a few quick questions for us.We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Nationwide