Customer Consultant Inverness

As a Customer Consultant youll make a real impact from day one.

Youll be a key part of the Inverness branch team supporting customers in person and over the phone. Youll help with everyday transactions answer queries and guide customers towards banking services and digital tools that make managing their money two days are the same and youll be trusted to adapt your approach to meet the needs of different customers and situations.

We exist to do whats right for customers taking the time to listen offering trusted guidance and supporting people through everyday banking moments and lifechanging decisions.

When youre inspired by fairer finances passionate about making a meaningful difference and truly care about customers youre one of us. An advocate for positive change.

Where youll be working

Were looking for a Customer Consultant for our Virgin Money branch in Inverness Highlands.

This role is apermanentpositionworkingfull time 35 hours per week Monday to Saturday.

Our training is designed to set you up for success in your role. The first three weeks are an important part of your journey with us so we ask that no holiday is taken during this time. Your start date will be confirmed once an offer is made.

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street and there will be a phased and considered integration over the coming years.

Youll be employed by Nationwide from day one delivering real impact and benefitting from a highly competitive range of benefits. Were a workplace where youre rewarded recognised and celebrated.

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 youll be doing

Youll deliver great customer experiences across a range of banking moments. Whether customers choose to visit us in branch speak to us over the phone or use our digital services youll be there to support them with care clarity and confidence. Youll also work closely with colleagues in the Digital Experience Centre making sure customers can access the right support and advice whenever they need it.

As a Customer Consultant you will:

• Welcome customers into the branch and take time to understand their needs and offer trusted friendly help with their banking
• Handle a range of transactions and queries accurately while keeping customer needs security and fairness front of mind
• Help customers get the most from our digital services making banking easier simpler and more accessible
• Guide customers through banking products and services that are right for them helping them to manage their money with confidence
• Work closely with colleagues within a busy branch environment supporting one another to deliver excellent customer service even at peak times
• Take responsibility for doing things the right way. Following processes spotting potential issues and escalating concerns where needed to protect customers

Above all youll play a vital role in keeping face to face banking meaningful and accessible on the high street helping customers to feel supported respected and confident in their banking.

About you

Our Customer Consultants deliver simply brilliant experiences for our customers. You dont need experience in banking but experience or a passion to work in a customer service environment will help you thrive.

You should be able to show how:

• You take pride in helping customers feel confident supported and listened to even when things are busy or complex
• You bring patience empathy and strong people skills to fully understand our customers banking needs
• Youre comfortable working in a fastpaced environment where priorities can shift and no two interactions are the same
• You stay calm under pressure adapt quickly and approach change with a positive mindset
• Youre confident using technology and are digitally savvy
• You enjoy working as part of a high-performing team and understand that great customer experiences are built through a strong team
• You communicate clearly and naturally with people and can confidently guide customers face to face on the phone and through our digital services
• You take ownership to get things done and act with care and integrity to protect our customers and their money

• Youre motivated to learn grow and build your knowledge of banking products and services over time

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 customers 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 werehonest and direct with good intent openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better- Wedontsettle 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 youllget

High performing and purpose-driven colleagues deserve a rewarding career and competitive benefits to match. We offer you:

• 25 days holiday per year which increases over time to 30. Plus you can buy up to 10 extra days each year giving you even more choice
• Wellhubaccess for a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a yearto support causes that matter to you
• Ongoing training and development to grow your skills and build a rewarding career in banking
• An annual performance related bonus to recognise the impact you make
• Access to private medical insurancehelping you look after your health and wellbeing
• A highly competitive pension to help you builda strong foundationfor retirement
• Life assurance to provide peace of mind for you and your loved onesin the event ofyour death
• A great selectionofadditionalbenefits through our salary sacrifice scheme

Banking but fairer more rewarding and for the good of society

We forge our own path at Nationwide.

As a mutualwereowned by our members - those customers who banksaveor have a mortgage with us. We challenge the financial sector status quo. Wedontsee 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.

Ifyoureinspired by fairer finances passionate about making a meaningful impact andtruly careabout our customersyoureone 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 arePurpose-driven. Uncompromisingly Customer. Unstoppably Nationwide.

What to do next

At Nationwide youll be trusted to make a meaningful difference for customers and communities every day.

If youre inspired by fairer finances passionate about helping people and ready to grow in a role that truly matters youre one of us. Click the Apply Now button attach your current CV and answer a few quick questions.

Once weve received your application well invite you to an online assessment where youll receive a link to our candidate hub. Youll need to complete the online assessments within 48 hours of applying. This includes a situational judgement test checking and numerical assessments.

Our hub also provides guidance and tips from our colleagues to help you understand more about a rewarding career at Nationwide.

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

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data please read our.

If you want to find out more about using AI in our recruitment process please read morehere.

Disability Confident

Werenot just guided bydataweredriven by the real experiences of our Disability Confident Level 3 Leader the highest level.

Thatswhywereconstantly evolving our policies and practices to make sure everyone feels genuinely supported valued and empowered to champion inclusion. Whatever your needswerehere to support you need anyadditionalsupport throughout your application journey email our team atRecruitment Support.

Apply safely with Nationwide

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