Customer Representative - Branch

  • Salary Range - £12,000 - £14,000 pro rata
  • 37.5 hours per week
branches:
Hours
per week
quote reference
Alsager 20 - Closing date 13th August BO388
Chester 37.5 - Closing date 12th August BO384
Culcheth 37.5 - Closing date 23rd August BO393
Holmes Chapel 37.5 - Closing date 13th August BO387
Middlewich 37.5 - Closing date 16th August BO353
Nantwich 37.5 - Closing date 20th August BO391
Neston 20 - Closing date 15th August BO369

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Job Purpose & Scope

Reporting to the Branch Manager (BM), the Customer Representative (CR) is the first point of contact for customers visiting the Branch Network and plays an essential role as the “Face of the Society” to the Customer. In this key role, the CR is responsible for providing a friendly, respectful and prompt service to all customers and for delivering an outstanding Customer Experience. In addition to providing efficient and accurate counter services, the CR generates referrals for potential new business by securing appointments for customers with Customer Account Managers, Mortgage Consultants or Nationwide Independent Financial Advisers.   

The CR is targeted and measured on the number and type of appointments generated and the quality of customer interactions. The vast majority of activity in this role is customer facing.

Success in this role relies on the ability of the CR to conduct accurate customer transactions whilst identifying additional customer needs and so generate referrals. A friendly, outgoing manner and exemplary customer service skills are critical to effective performance. Good listening skills and the ability to question effectively are also essential.

Key Contribution Areas

Customer Focus

  • Manage a range of counter services and deal with customer transactions and requests promptly and effectively.
  • Provide customers with information from their records.
  • Process and record new transactions.
  • Provide all customers with a great customer experience when they visit the branch by engaging them in conversation and displaying genuine interest in their needs.
  • Manage all customer interactions in a way that makes the Society “easy to do business with” in the eyes of the customer.

Generating Referrals and Making Sales

  • Identify opportunities for new business during customer interactions and encourage customers to book follow-on appointments with Customer Account Managers, Mortgage Consultants or Nationwide Independent Financial Advisers as appropriate.
  • Proactively inform customers about new and existing products and services.
  • Seek opportunities to meet customers and identify sales opportunities.
  • Encourage customers to review their financial situation regularly and refer them to the appropriate Customer Account Managers, Mortgage Consultants or Nationwide Independent Financial Advisers for help and guidance.
  • Deliver against weekly and monthly targets.
  • Complete non-advised factfind with existing customers to help customers choose the best product for their needs.
  • Complete the sale of non-advised, non-regulated products such as savings accounts and foreign currency.

Administration and Branch Support

  • Handle all cash transactions accurately adhering to policy and processes.
  • Balance all cash tills or floats.
  • Accurately administer cash as directed by the BM so that cash delivery is securely managed and tills are adequately stocked through the day.
  • Prepare and dispatch customer administration paperwork, e.g. reminder letters and change of address details so that all communications are polite, accurate and timely.
  • Complete general office duties in line with the Branch rota including but not limited to ordering stationery, filing, and general correspondence.
  • Request information and action from external parties and Regional Office and check both incoming and outgoing documentation for accuracy and completeness e.g. the completion and registration of R85 forms.
  • Keep records and all business registers up to date at all times.
  • At the request of the Branch Manager, mentor new staff in the branch, providing advice on work processes and sharing best practice.
  • Adhere to all Health and Safety requirements, particularly in the area of Branch Security.
  • Keep counter and work area tidy and up to date at all times.
  • Keep up to date with, and adhere to, all company policies and procedures.

Personal Development

  • Identify and document development activities in collaboration with line manager.
  • Maintain an up to date Development Plan, logging all development activity throughout the year.

A Successful Performer In This Role Will:

  • Deliver excellent customer service to all customers.
  • Meet individually agreed referral targets.
  • Focus on lead generation, cashiering and opening accounts.
  • Build rapport and trust with people both internally and externally.
  • Project a positive ‘can do’ attitude to deliver on promises and commitments.
  • Deliver accurate work within agreed service levels.
  • Be flexible and willing to multi-task.
  • Focus on providing quality leads to colleagues.
  • Build and develop strong relationships with internal & external customers.
  • Comply with all operational regulatory risk requirements.
  • Use initiative to work through barriers and issues.
  • Maintain a professional image in all internal and external interactions.
  • Adapt to changes in the working environment, managing competing demands to make the best use of time and resources.

Success Profile

Knowledge

  • Basic understanding of FS Industry.
  • Basic Numeracy and Literacy.
  • Computer Literacy.
  • TCF Framework and Implementation.

Qualifications & Experience

  • Maths and English GCSE or equivalent – minimum Grade C.
  • 1 – 2 years retail / customer facing experience strongly preferred.

Personal Attributes

  • Conscientious.
  • Detail Conscious.
  • Persuasive.
  • Empathetic.
  • Sociable & Inquisitive.
  • Results Oriented.
  • Tenacious & Resilient.
  • Participative.

Compliance

  • Treating Customers Fairly is at the heart of our business and is therefore a key part of your role. You are responsible for maintaining your awareness of TCF, understanding communications and updates and finding ways of incorporating TCF into your day-to-day activities as you will be expected to demonstrate what actions you have taken to support TCF within your performance discussions. You will also be required to successfully complete training modules and ROK tests regarding TCF in line with business requirements.
  • Achieve and maintain “Fit & Proper” status.
  • Achieve & maintain competency in relation to the sales policies relevant to your role.
  • Adhere to all company policies and procedures regarding Health and Safety and co-operate with Line Manager at all times.
  • Comply with Group policy and procedure relating to Money Laundering and Anti-Fraud activities.
  • Comply with all regulatory requirements, both statutory and voluntary, necessary for the delivery of specified business objectives.

Special Requirements

  • Must be prepared to work at other branches within the brand when required.

 

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