Customer Relationships Manager Doncaster

Customer Relationships Manager (CRM)is an exciting multi-skilled and customer focused role where youll 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.

This is a permanent position working full-time 35 hours per week Monday to Saturday and it is based at our Doncaster branch in South Yorkshire.

Nationwide is committed to the redeployment of our employees impacted by change as such applications for redeployment candidates will be prioritised in this recruitment process.

If youre a colleague on long term absence (for example on parental leave) or a temporary worker please use your personal email address to submit an application.

What youll be doing

Supporting our customers is at the heart of this role whether its via phone video call or face to face. By using our range of products services and propositions youll help to identify their needs and support them in accessing our product range. Youll be able to answer a wide range of customer enquiries including complex topics and referring customers to specialist advisers when you identify a need.

Youll be an SME within your branch location there to support colleagues with quality customer conversations. Youll be available to support our vulnerable customers using this specialist knowledge to be there for them when they need extra help.

Assisting our customers through all channels you will develop skills to deliver the right outcomes for them demonstrating 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 youll 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 were sure you will find rewarding.

You will have previous experience in identifying and meeting the needs of customers using your excellent knowledge of Nationwides 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

Youll 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

• Motivation and organisation with good time management skills and attention to detail in your work

• Empathy compassion and be able to build good relationships with customers andinternal and external stakeholders such as other business areas local groups or individuals within the community

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 were 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 dont 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 youll get

There are all sorts of employee benefits available at Nationwide including:

• 25 days holiday pro rata

• Access to private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking but fairer more rewarding and for the good of society

We forge our own path at Nationwide.

As a mutual were owned by our members those customers who bank save or have a mortgage with us. We challenge the financial sector status quo. We dont 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 youre inspired by fairer finances passionate about making a meaningful impact and truly care about our customers youre 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 next

If this role is for you please click the Apply Now button. Youll 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.

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

Recruitment scams can look convincing so take a moment to check the role is listed on our official careers site and read our guidance onDont be conned by a job scam.

The hiring manager for this role is Adam Steeples and the main recruitment contact is Jill Hewitt.