Customer & Service Excellence Development Programme Retail

Good things this way

If youre ambitious curious and enjoy working with people our Customer & Service Excellence Development Programme Retail provides a structured route into a rewarding career in banking.

Help create fair positive outcomes for customers while developing the confidence judgement and skills needed for a successful career in customer service.

Whether youre a graduate ready to make an impact or a career changer looking for a new challenge youll gain hands-on experience develop future-ready skills and contribute to projects that deliver banking thats fairer more rewarding and for the good of society.

Youll follow a tailored learning pathway designed to build the skills youll need for the future of financial services. Through digital learning interactive workshops insights from leaders and industry experts and hands-on experience in your role youll have plenty of opportunities to put your learning into practice. Youll also learn alongside colleagues from across Nationwide helping you build your network and understand more about how our business works.

Well support your development through structured learning personalised development and hands-on experience helping you grow with confidence.

Looking for a rewarding career in banking Good things this way.

Where youll be working

Youll join our Retail Customer Operations and Product function where teams work together to support customers improve experiences and deliver great outcomes.

Throughout the programme youll complete three customer-facing placements giving you experience of supporting customers across different teams and environments. Each placement offers a different perspective on the customer journey helping you understand how Nationwide supports customers both directly and indirectly.

Customer-first thinking sits at the heart of everything we do. The programme is designed to help you build the knowledge confidence and relationships needed for a successful career in customer service while understanding how different teams work together to deliver fair outcomes and a simply brilliant service.

Location

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach bringing colleagues together across our UK wide estate whilst also supporting generous access to home working. We value our time in the office to solve problems to learn and to feel connected.

For this job youll spend at least two days per week based at our Swindon or Northampton offices.

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 on the Customer & Service Excellence Development Programme - Retail

Our Customer & Service Excellence Development Programmebegins on 6th September 2027.

Your programme begins with an induction helping you learn more about Nationwide connect with colleagues and build the foundations for your role.

Over two years youll complete three customer-facing placements across different teams and environments. You will learn about customer vulnerability and how we create positive outcomes for our customers from complaints to fraud and general support.

Alongside on-the-job learning youll take part in our Future Ready Core development programme. This combines development sessions networking opportunities self-guided learning reflective workbooks customer immersion experiences and access to a wider early careers community.

Together these experiences will help you develop the skills confidence and connections needed for a successful career.

This role has a direct impact on the experiences and outcomes of Nationwides customers. By listening to customers understanding their circumstances and providing appropriate support youll help customers access the services and solutions they need.

No two days are the same. Activities could include speaking with customers understanding their needs responding to queries helping find solutions collaborating with colleagues reviewing customer feedback and identifying opportunities to improve services and processes.

Through your placements youll develop practical customer service skills alongside a broad range of transferable professional capabilities including:

• Communication and relationship building

• Problem solving and decision making

• Managing sensitive conversations

• Supporting customers experiencing vulnerability

• Customer journey understanding

• Teamwork and collaboration

• Adaptability and resilience

• Customer insight and service improvement

The programme also provides valuable insight into operational processes and the importance of delivering fair outcomes. Along the way youll develop a deeper understanding of how customer needs feedback and experiences help shape products services and ways of working across Nationwide.

The pace of work is varied with a mixture of planned activity and changing priorities. Youll often need to balance different customer needs adapt to new situations and respond confidently to challenges as they arise.

Who were looking for on the Customer & Service Excellence Development Programme Retail

Were looking for driven curious people with high standards and a genuine interest in Customer & Service Excellence. Youll share our determination to push for better and put customers first not just in what you deliver but in every decision you make.

Whatever your route our Customer & Service Excellence Development Programme will help you build the skills and experience needed for a rewarding career in banking.

To succeed on our Customer & Service Excellence Development Programme youll need to show:

• A genuine interest in helping and supporting customers.

• Empathy and the ability to understand different perspectives.

• Patience and confidence when managing challenging conversations.

• The ambition to keep growing take on new challenges and build towards your next career step

• A logical methodical approach with the ability to understand both the detail and the bigger picture

• The confidence to build relationships and work with colleagues across the business

• Drive high performance and a commitment to learning from feedback and setbacks

• A determination to push for better and put customers first in the decisions you make

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.

The extras youll get

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

• Structured learning personalised development and hands-on experience to help you build future-ready skills and progress your career in banking
• 25 days holiday each year which increases over time to 30. Plus you can buy up to 10 extra days
• The opportunity to earn an annual bonus based on your performance
• Private medical insurance to help you access additional healthcare when you need it
• Wellhub access to a range of free and paid fitness and wellbeing options plus free on-site gyms at selected locations
• A highly competitive pensionto help you start building your financial future
• A great selection of additional benefits through our salary sacrifice scheme
• Up to 14 paid hours each year to volunteer for a cause that matters to you
• Life assurance to provide additional peace of mind for you and the people who matter to you

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 where youll be asked to answer a few quick questions for us.

Well send you our online assessments to complete and there will also be a short video interview to find out more about you. If you are successful you could be selected to attend one of our assessment centres which run from January 2027.

Visa sponsorship information

As a UK Visas and Immigration (UKVI) approved sponsor we have a responsibility to comply with the applicable Immigration Rules and guidance (which are subject to change). The Skilled Worker route has specific requirements relating to skill level of the role and minimum salary expectations.As such our ability to employ individuals who require sponsorship for immigration purposes is limited or may not be possible for some programmes.

VISA Sponsorship cannot be offered on this programme.

All successful applicants with need to demonstrate their right to work in the UK on commencement of employment and for the duration of the programme applied for without requiring sponsorship.

If you have any further questions please contact us at