Customer Service and Sales

Customer Facing

Whether you like to have face-to-face conversations, are comfortable with a keyboard, or thrive on the phone, our customers need you.

Find your job

A colleague wearing a headset, working at a desk.

Be the direct connection to our customers

Based in a branch, in one of our telephony centres, or communicating through our online channels, you’ll be helping our customers have better control over their finances. You’ll be the one to support customers at different points on their journey with us.

You’ll have the chance to make a difference in every interaction. Bring your listening, problem solving and communication skills, all wrapped up in your empathetic nature and help everyday people thrive in our customer facing roles.

If you’re brilliant with people and motivated to make a difference, there's a place for you with us.

Supporting our customers, every day

Being the first point of contact for our customers is an important role. You’re there to listen, to solve problems, to make things as easy as possible for them.

Hear what it’s like in our customer facing roles, from our colleagues who are there each day.

Rauidhri O’Baoill, Customer Service Associate: By allowing our customers to not only bank with us in more ways but also to contact us in more ways like through the app, through our social media platforms, is incredibly useful for them because they’ve got more chances of being able to reach out just for support.

Text: How we support our customers, everyday

Craig Robinson, Customer Service Advisor: In my role, I help customers with any number of things. It can be as simple as a balance or possibly more complex query, such an investigation into a disputes with retailers, or setting up payrolls with the staff of our business customers.

Lucy Anderson, Mortgage Team Leader: My whole time within the bank has been spent in Mortgage Customer Contact. The majority of that time has been spent on the telephones answering any customer queries that we have done.

Purnima Khatri, Personal Banker: I’ve done several roles from juniors, to Personal Banker, to management, and also I’m back to being a personal banker. I just feel being part time gives me a great work-life balance.

Rauidhri: I work in the Digital Support and Omni team. That basically means that we look after all our customers that come through just via the mobile app, as well as all of our social media platforms.

Craig: Not one conversation is the same and I have a chance to speak to customers from all walks of life, it keeps calls interesting and different.

Purnima: We have different challenges, the different customers. What might seem to us like a small issue, a small problem, can feel like an actual mountain to climb for customers.

Rauidhri: You get the chance to inject as much aas your personality as possible into your interactions and responses to your customers. You’re actively encouraged to do so by your managers, and you have that creative freedom to kind of run with it.

Purnima: I’ve made some amazing, lasting relationships from colleagues to even customers.

The road to financial health

However they bank with us, we’re there to help our customers in any way we can. That means using our know-how and experience to keep their finances on track. And it can really make a difference.

Hear from Laura how our Financial Health Checks change lives for the better.

Laura Mcwhinnie, Personal Banker: The ways I help customers with their financial well-being is openly discussing ity with my customers.

Laura Mcwhinnie: One of the main things that we offer in branch is a financial health check. This can be done both face to face and digitally. During the financial health check we will go through various things ways that we can help our customers save money, make money or even just make the banking easier for them.

Laura Mcwhinnie: For me, I think it’s really important we support customers with their financial well-being because of this stress that this can actually have on each individual customer. I do feel that anything we can do as a bank to support our customers is beneficial to them.

Laura Mcwhinnie: We have a regular customer who comes in. I could tell when he came in this day that it was really agitated. When I sat down and spoke to him he told me that he had recently unemployed due to ill health. I can see the worry that this was really having on the customer so I offered them a financial health check. During the financial health check, we discussed things like budget saving options. Canceled things like small direct debits that he didn’t require. We set up separate accounts for his bills so that he could budget much better with cash.

Laura Mcwhinnie: So the outcome of support was the customer came back in a good few months later and you could see he had a spring in his step again. The change in this customer was just fantastic.

Laura Mcwhinnie: It makes me feel really empowered when I can help customers with financial well-being. It gives me a sense the achievement knowing all the things that we can do to help these customers. It makes me feel really good that the bank has all these services in place.

Broaden your horizons

Learning

You’ll study for a recognised, external qualification. And your job will help you develop skills that matter, like communication, listening, and empathy.