Customer Relationships Manager - Hull

Nationwide Building Society; Hull and East Yorkshire; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading financial institution is seeking a Customer Relationships Manager to enhance customer experiences by providing support across various channels, including face-to-face and remote interactions. This position offers a hybrid work model and the opportunity to develop skills in a fast-paced environment. Candidates should possess excellent customer service skills, relevant experience in financial services, and a commitment to continuous improvement. The role includes access to comprehensive training, competitive benefits, and a supportive team culture.

Benefits

Private medical insurance

Competitive pension scheme

Annual performance-related bonus

Training and development opportunities

Life assurance

Qualifications

• Experience in addressing customer needs through principle-based sales processes.
• Experience in face-to-face, telephony, or digital customer service.
• Excellent verbal and written communication skills with an ability to explain decisions clearly.

Responsibilities

• Support customers via phone, video call, and face-to-face.
• Identify customer needs and help them access products and services.
• Provide support to vulnerable customers with specialist knowledge.

Skills

Customer service skills

Communication skills

Problem solving

Time management

Empathy

Tools

Digital tools

Office/database applications

Job description

This Customer Relationships Manager (CRM)role is an exciting, multi-skilled and customer focused role whereyou’llfocus on developing more rewarding relationships by supporting our customers to access our products and services in a variety of different ways. Having a flexible approach, helping our customers face-to-face inbranchand supporting them remotely via the phone or by video call means you will be maximising your existing knowledge whilst learning new skills.

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 you'll spend 5 days a week based onsite at our Hull Branch working 35 hours per week, Monday to Saturday.If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach tohybrid working here.

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 whetherit’svia phone, videocallor face-to-face. By using our range of products,servicesand propositionsyou’llhelp toidentifytheir needs and support them in accessing our product range.You’llbe able to answer a wide range of customer enquiries, including complex topics and refer customers to specialist advisers when youidentifya need.

You’llbe an SME within your branch location, there to support colleagues with quality customer conversations and there will also be a need to support our vulnerable customers, using your specialist knowledge to be there for them when they need extra help.

Supporting our customers through all channels, 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 thedifferent wayswe can help them. By asking the right questions you’ll be able to discover the options open to them and explain our products and services in a way that they understand. This is a fast paced and challenging role thatwe’resure will be rewarding.

You will havepreviousexperience inidentifyingand meeting the needs of customers using your excellent knowledge of Nationwide's products which arepredominantly CreditCards, Personal Loans, General Insurance and Current Accounts.

This is a role full of opportunities to use your existing knowledge and experience as well asbenefitingfrom a comprehensive training and support package so you can grow and develop.

About you

You’llneed 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,telephonyor 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 and multiple ‘Office’/database applications for member service needs

Motivation as well asgood timemanagement skills and attention to detail in your work

Empathy,compassionand be able to build good relationships with customers and internal and external stakeholders such as other business areas within the Nationwide and also local groups or individuals within the community

A proven track record of problem solving

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 – we’re 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 don’t 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 you’ll get

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

From January 2026, all Nationwide colleagues will benefit from private medical insurance

A highly competitive pensionto 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, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t 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 you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re 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. 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

Life at Nationwide

Some of the things that matter most to us: Delivering fairer finances and having a positive impact on customers' lives. Being truly inclusive. Rewarding high performance.

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