Member Relationships Manager

Member Relationships Manager (MRM) is an exciting, multi-skilled and customer focused role, where you’ll 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.

You’ll be based from Barnstaple Branch for all activity, but may be required to work from home in the future. This is a permanent role working full time, 35 hours per week, Monday to Saturday.

You’ll need to be within a 45minute commute of the branch you’re applying to work in, and here’s the good news. Whilst major banks continue to close branches, we’re keeping ours open. Nationwide’s commitment to the High Street means we now have the UK’s largest network, with over 600 branches. So if the location you’re considering is outside the 45 minutes then please check our other vacancies that are closer to you.

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 you’ll be doing

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

In branch, you’ll be a key part of the team. You’ll coach and support your colleagues, providing continuous and ‘in the moment’ feedback on customer interactions and branch activity, and supporting them with planned and ‘on the spot’ coaching activities to develop them in their role. You will support the branch teams in implementing and embedding change and in resolving complaints to achieve ‘right first time’.

MRMs will help to co-ordinate and lead community engagement initiatives such as 'Tea & Tech' events in their area to help members use digital tools and channels. You’ll also lead educational events in the community to support members with topics such as money management and fraud awareness and be an advocate for digital self-service.

You’ll be a ‘Vulnerability Champion’ giving proactive support to customers who need it and being there for those facing financial hardship. You will also use this specialist knowledge to be an SME for your colleagues and be there for them when they need extra help and guidance.

Handling inbound calls you will develop skills to deliver the right outcomes for our customers. You will need 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 you will 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 we’re sure you will find rewarding.

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

You’ll 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
• Be motivated and organised with good time management skills and attention to detail in your work
• Empathetic, compassionate and able to build good relationships with customers and internal and external stakeholders, such as other business areas within the Society and local groups or individuals within the community
• Logical thinker/problem solver

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

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

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• 25 days holiday, pro rata
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career.
• Gympass - Access to a range of free and paid options for health and wellness

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.  

As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.  

When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.  

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll 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.