Customer Consultant - Lerwick

As a Customer Consultant, you’ll make a real impact from day one. 

You’ll be a key part of the Lerwick 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 lifechanging 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.

Where you’ll be working

We’re looking for a Customer Consultant for our Virgin Money branch in Lerwick, Shetland.

This role is a permanent position, working full-time, 35 hours per week, Monday - Saturday.

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.

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

You’ll 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.  You’ll also work closely with colleagues in the Digital Experience Centre, making sure customers can access the right support and advice whenever they need it.

As a Customer Consultant, you will:

• 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

Above all, you’ll 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.

About you

Our Customer Consultants deliver simply brilliant experiences for our customers. You don’t need experience in banking, but experience or a passion to work in a customer service environment will help you thrive.

You should be able to show how:

• You take pride in helping customers feel confident, supported and listened to, even when things are busy or complex
• You bring patience, empathy and strong people skills, to fully understand our customers’ banking needs
• You’re comfortable working in a fast‑paced environment, where priorities can shift and no two interactions are the same
• You stay calm under pressure, adapt quickly, and approach change with a positive mindset
• You’re confident using technology and are digitally savvy
• You enjoy working as part of a high-performing team and understand that great customer experiences are built through a strong team
• You communicate clearly and naturally with people and can confidently guide customers face to face, on the phone and through our digital services
• You take ownership to get things done, and act with care and integrity to protect our customers and their money

• You’re motivated to learn, grow and build your knowledge of banking products and services over time

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 

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

• 25 days holiday per year, which increases over time to 30. Plus, you can ‘buy’ up to 10 extra days each year, giving you even more choice
• Wellhub access for a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year to support causes that matter to you
• Ongoing training and development to grow your skills and build a rewarding career in banking 
• An annual performance related bonus to recognise the impact you make
• Access to private medical insurance helping you look after your health and wellbeing
• A highly competitive pension to help you build a strong foundation for retirement
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• A great selection of additional benefits through our salary sacrifice scheme 

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

At Nationwide, you’ll be trusted to make a meaningful difference for customers and communities every day.

If you’re inspired by fairer finances, passionate about helping people, and ready to grow in a role that truly matters, you’re one of us. Click the ‘Apply Now’ button, attach your current CV and answer a few quick questions.

Once we’ve received your application, we’ll invite you to an online assessment where you’ll receive a link to our candidate hub. You’ll need to complete the online assessments within 48 hours of applying. This includes a situational judgement test, checking and numerical assessments. 

Our hub also provides guidance and tips from our colleagues to help you understand more about a rewarding career at Nationwide.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you.

If you need any additional support throughout your application journey, email our team at Recruitment Support.

We’re here to help.