Customer & Service Excellence Industrial Placement - Retail

Good things this way
If you're ambitious, curious and enjoy working with people, our Customer & Service Excellence Industrial Placement - Retail provides an exciting opportunity to gain hands-on experience while exploring a future career in banking. Help create fair, positive outcomes for customers while developing the confidence, judgement and skills that employers value.

Whether you're interested in customer service, customer operations or understanding how organisations deliver great customer experiences, this placement provides the opportunity to gain practical experience while contributing to meaningful business outcomes. The experience is designed to help you build confidence, apply your learning and gain valuable insight into how data and analytics support decision-making. Along the way, you'll broaden your network, work with experienced professionals and discover where your interests might take you after university.

Looking for a rewarding career in banking? Good things this way. Where you’ll be working You'll join our Retail, Customer Operations and Product function, where teams work together to support customers, improve experiences and deliver great outcomes. Our Customer & Service Excellence Industrial Placement gives you the opportunity to experience three different disciplines, all with customers at their heart. During the placement, you'll complete three four-month placements across a customer-facing team, a business support team and a change and delivery environment.

Each placement offers a different perspective on the customer journey, helping you understand how Nationwide supports customers both directly and indirectly. Customer-first thinking sits at the heart of every experience, showing how different teams work together to deliver fair outcomes and a simply brilliant service. Location 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 at least two days per week, based at our Swindon or Northampton offices. 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.

Responsibilities
What you'll be doing on the Customer & Service Excellence Industrial Placement - Retail Our Customer & Service Excellence Industrial Placement is a 12-month programme designed to combine practical experience, professional development and real workplace learning. Your placement begins with induction, development support and structured learning designed to help you settle in, build confidence and understand the role you'll be performing. Alongside this, you'll join a collaborative project with other Industrial Placement students from across Nationwide.

Development workshops run throughout the placement, helping build professional skills, grow confidence and prepare you for your next career step. This isn't a placement spent watching from the sidelines. From day one, you'll contribute to meaningful work while receiving the support needed to learn and grow. Throughout the placement, you'll gain hands-on experience while following a personalised learning pathway tailored to your role. Mentoring, development sessions and support from experienced colleagues will help you continue building your skills and confidence.

This placement gives you the opportunity to experience three different areas of the business, all connected by a shared focus on customers. A placement in a customer-facing team will provide first-hand experience of supporting customers and understanding their individual needs. Time in a business support team will help you see how colleagues behind the scenes enable great customer experiences. A placement in a change and delivery environment will introduce project activity and how customer services continue to evolve and improve. No two days are exactly the same.

Activities could include speaking with customers, understanding their needs, responding to queries, helping find solutions, collaborating with colleagues, reviewing customer feedback and identifying opportunities to improve services and processes.

Through your placements, you'll develop practical customer service skills alongside valuable professional capabilities, including: Customer-first thinking
Active listening and effective questioning
Building trust and strong relationships
Supporting customers experiencing vulnerability
Problem solving and decision making
Managing sensitive conversations
Collaboration and teamwork
Customer journey understanding
Using feedback and insight to improve services
The programme also provides valuable insight into operational processes and the challenges faced by customer-facing teams.

Along the way, you'll develop confidence, resilience and judgement while helping deliver fair outcomes for customers. The pace of work varies depending on the team and placement. You'll learn how to adapt to changing priorities, respond to customer needs and balance different demands while maintaining high service standards. Successful completion of the placement may help shape future career choices and could provide a route into our Customer & Service Excellence, Product, Change & Delivery, or Business Operations & Improvement Development Programmes.

Who we're looking for on the Customer & Service Excellence Industrial Placement - Retail We're looking for curious, motivated people who enjoy working with others, solving problems and learning new skills. You'll share our determination to push for better and put customers first in the decisions you make. Whatever your route, this placement will help you gain valuable experience while exploring where a future career in customer service and customer operations could take you.

To succeed on our Customer & Service Excellence Industrial Placement, you'll need to show: A genuine interest in helping and supporting customers. Empathy and the ability to understand different perspectives. Patience and confidence when managing challenging conversations. The ambition to keep growing, take on new challenges and build towards your next career step. A logical, methodical approach, with the ability to understand both the detail and the bigger picture. The confidence to build relationships and work with colleagues across the business.

Drive, high performance and a commitment to learning from feedback and setbacks. A determination to push for better and put customers first in the decisions you make.

Eligibility

You must be studying towards an undergraduate degree. 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
• 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
• We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

The extras you’ll get High performing and purpose-driven colleagues deserve a rewarding career and competitive benefits to match. We offer you: Structured learning, personalised development and hands-on experience to help you build future-ready skills and progress your career in banking 25 days holiday each year, which increases over time to 30. Plus, you can ‘buy’ up to 10 extra days The opportunity to earn an annual bonus based on your performance Private medical insurance to help you access additional healthcare when you need it Wellhub access to a range of free and paid fitness and wellbeing options, plus free on-site gyms at selected locations A highly competitive pension to help you start building your financial future A great selection of additional benefits through our salary sacrifice scheme Up to 14 paid hours each year to volunteer for a cause that matters to you Life assurance to provide additional peace of mind for you and the people who matter to you 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, where you’ll be asked to answer a few quick questions for us. We’ll send you our online assessments to complete and there will also be a short video interview to find out more about you. If you are successful, you could be selected to attend one of our assessment centres which run from January 2027. Visa sponsorship information As a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the applicable Immigration Rules and guidance (which are subject to change). The Skilled Worker route has specific requirements relating to skill level of the role and minimum salary expectations. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited or may not be possible for some programmes. VISA Sponsorship cannot be offered on this programme. All successful applicants with need to demonstrate their right to work in the UK on commencement of employment and for the duration of the programme applied for without requiring sponsorship. If you have any further questions, please contact us at