Customer Consultant - Darlington

Nationwide•Darlington, WI

7d•Onsite

About The Position

As a Customer Consultant, you’ll make a real impact from day one. You’ll be a key part of the Darlington branch team, supporting customers in person and over the phone. You’ll help with everyday transactions, answer queries, and guide customers towards banking services and digital tools that make managing their money easier. No two days are the same, and you’ll be trusted to adapt your approach to meet the needs of different customers and situations. We exist to do what’s right for customers, taking the time to listen, offering trusted guidance, and supporting people through everyday banking moments and life-changing decisions. When you’re inspired by fairer finances, passionate about making a meaningful difference, and truly care about customers, you’re one of us. An advocate for positive change. This role is a permanent position, working part-time, 28 hours per week, Monday to Saturday. If this role is advertised as part-time, your salary will be pro rata. 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. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

Requirements

Experience or a passion to work in a customer service environment.
Ability to show how you take pride in helping customers feel confident, supported and listened to, even when things are busy or complex.
Patience, empathy and strong people skills, to fully understand our customers’ banking needs.
Comfortable working in a fast paced environment, where priorities can shift and no two interactions are the same.
Ability to stay calm under pressure, adapt quickly, and approach change with a positive mindset.
Confident using technology and are digitally savvy.
Enjoy working as part of a high-performing team and understand that great customer experiences are built through a strong team.
Communicate clearly and naturally with people and can confidently guide customers face to face, on the phone and through our digital services.
Take ownership to get things done, and act with care and integrity to protect our customers and their money.
Motivated to learn, grow and build your knowledge of banking products and services over time.
Demonstrate customer first behaviours: Feel what customers feel, Say it straight, Push for better, Get it done.

Responsibilities

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, you’ll be there to support them with care, clarity and confidence.
Work closely with colleagues in the Digital Experience Centre, making sure customers can access the right support and advice whenever they need it.
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.
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.