Customer Relationships Manager (CRM) is an exciting, multi-skilled and customer focused role, where you'll 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.
You'll be based from Wrexham Branch for all activity. This is a permanent role working full time, 35 hours per week, Monday to Saturday.
What you'll be doing Supporting our customers is at the heart of this role whether it's via phone, video call or face to face. By using our range of products, services and propositions, you'll help to identify their needs and support them in accessing our product range. You'll be able to answer a wide range of customer enquiries, including complex topics and refer customers to specialist advisers when you identify a need.
You'll 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 we're 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 you You'll 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 '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 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 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 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. 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 respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
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