Customer experience
Banking – but fairer, more rewarding, and for the good of society.
Proudly recognised as the UK's best high-street banking provider for customer service, we make a meaningful difference to the lives of customers, communities, and broader society.
As a branch or contact centre colleague, you’ll be part of a team that is leading the way in delivering the levels of service that matter most to our customers. And as we’re owned by our members, not shareholders, we can confidently say that we’re here for our customers. It’s our fundamental difference.
So if you’re passionate about making a meaningful difference, and truly care about customers, you’re one of us. An advocate for positive change.
Learn about how you can make a real impact in a customer facing role.
Our customer experience teams
Decide between working in one of our 605 high street branches, or at one of our customer contact centres.
Working in branch
We have the largest branch network on the high street in the UK. Our branch colleagues make a meaningful difference to the lives of our customers, communities, and broader society by providing leading levels of face-to-face service that matter most.
*Source provided by CACI Ltd.
Customer Representative
In this customer facing role, you’re the first point of contact. You’ll deliver exceptional service and support with everyday banking needs. Building relationships, solving problems, and making a real difference to our customers’ lives.
Branch Manager
A strong leader who inspires and motivates. You’ll drive performance and coach your team to deliver simply brilliant experiences for customers. Supporting continuous improvement and helping your branch thrive.
Customer Relationships Manager
A trusted expert, you’ll support customers by phone, video, and face-to-face. Using product knowledge to understand their needs, you’ll offer tailored solutions and guide them to the right products and support.
Working in our contact centres
Our contact centres support customers with everyday banking, mortgages, and a wide range of financial products. Whether it’s over the phone or online, we make sure help is always within reach.
Contact Centre Agent
Answering calls from customers about online banking or helping them explore our products and services. You’ll ensure every interaction gets the right outcome. Every conversation makes a difference.
Mortgage Representative
You’ll be the reassuring voice guiding customers through mortgage queries - whether it’s their first step or their next move. Using a variety of systems and our award-winning product range, you’ll offer clear, tailored advice that helps people make confident, life-changing decisions at every stage of their mortgage journey.
Mortgage Team Leader
Fostering a culture of excellence and outstanding customer care, you’ll lead and support your team as they guide customers through their mortgage journey. Focusing on collaboration, compliance, and continuous improvement, you’ll ensure advice is accurate, confidently delivered, and always tailored to each customer’s needs.
What makes us different
We’re proud to be the Which? Banking Brand of the Year 2025. The awards celebrate brands that lead the way in championing customers, consistently offer exceptional products and services and uphold the highest standards of customer care.
We have the UK’s biggest branch network and are the best high street banking provider for customer service. Knowing our customers still value speaking face to face alongside calling us or using our digital services is why we made our Branch Promise in March 2019. And why we have renewed it until at least 2028.
Our branch teams know the benefits of working face to face with customers, to build more rewarding relationships and deliver simply brilliant experiences. That's the way we think banking should be.
*Big banks: Lloyds, Bank of Scotland/Halifax, Natwest, Barclays, Santander & HSBC. Source: www.link.co.uk/data-research/bank-branches-banking-hubs. Definition of town or city derived from the Ordnance Survey and Royal Mail.
Ready to make an impact?
We come to work determined to make a difference for our customers and broader society. We feel what customers feel. We say it straight. We push for better. We get it done.
Be yourself
We are committed to inclusion, diversity and equality, and to creating a culture in which everyone can thrive.
Be rewarded
High performing and purpose-driven people deserve rewarding careers with excellent benefits.
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