Customer Service Representative

Customer Service Representative

The Requirements

Join us as a Customer Service Representative in Southend On Sea

  • Take on a new career challenge in our friendly and supportive telephony banking team
  • You’ll be a key point of contact for our customers, providing first class support over the phone to help them with their banking needs 
  • Be part of a lively team culture where we support each other’s development and wellbeing ​

Some great reasons to join us

  • We’ll support you with a training programme that leads to an industry recognised Professional Banker Certificate within two years
  • You’ll gain banking and customer service expertise and there’ll be various career development opportunities to explore
  • In our Southend office, you can take advantage of free travel on the number 9 bus and an excellent onsite gym, with a range of classes and treatments
  • We’ll start you on a competitive salary of £19,395 (pro rata for hours worked)

What you'll do

Whether it’s carrying out banking transactions like paying bills, or helping our customers identify products and services that are right for them, you’ll be on the other end of the phone to take their calls and help them. ​

In this role, no two days will be the same. You’ll be building relationships with new people every day and letting our customers know their options, so they can make informed choices. Full training will be provided so you can give our customers the skilled support they need.

You’ll help our customers by:

  • Making a positive impact on every customer call, efficiently and effectively having the right conversations with them to meet their needs
  • Problem solving and building excellent relationships over the telephone, and providing a friendly, timely and professional service
  • Building real connections, being dedicated to finding the right solutions for customers

The skills you'll need

This is a customer focused role, so previous experience of working in a customer service role would be ideal.

What’s vital is your dedication and passion when it comes to helping our customers. You’ll need to be a real people person, with excellent listening and communication skills. Telephony experience would be an advantage, but is not essential.

You’ll build fantastic knowledge of our products and services to help resolve increasingly complex customer queries.

You’ll also need:

  • The ability to show empathy and compassion on every call
  • The enthusiasm to keep learning and developing your skills
  • Great team-working skills and a collaborative approach
  • The ability to multitask, as you'll be navigating different systems and processing information when talking to our customers

What else you'll need to know

We’re here for our customers, whatever the time of day or night, so you’ll need to be flexible and commit to working a rotating work pattern.

Your hours of work will be between the hours of 8am and 11pm Monday to Sunday on a rotational shift pattern. You must be fully flexible and able to commit to the full range of hours.

Bank Holiday working is a feature of this role.

We’ll discuss your hours in more detail with you during your interview stage.

You'll enjoy a comprehensive training programme, and on-going coaching and support to enhance your development. When you're ready, we’ll help take your career to the next level.

How we'll reward you

Salary: £19,395 per year (pro rata for hours worked)

You’ll join on a competitive salary of £19,395 (which is £10.65 per hour) and in addition you’ll receive money to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits from RBSelect, our fully flexible reward programme.

You will have a generous holiday entitlement of 33 days (pro rata for hours worked) – you may be required to work bank holidays.

Visit our rewards and benefits page for more information on the benefits packages we offer.


At NatWest, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles, find out more here.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.