Customer Service Representative | Southampton | 24 Jul 2019
The Worst Job I've Had
I left NatWest earlier this year and have moved into a new role. I've just heard from old friends that they are now closing their Southampton centre and making everyone redundant - although this has had no impact on my review. I have a new job which I'm happy in, and it has made me reflect on my time at NatWest and how unpleasant the experience was.
Start with the positives - it allows you to have a work life balance where you don't take the work home with you. The shift work can be a bit unstable but you can go home and switch off.
Now, you should look beyond the tripe of the advert and putting the customer first. This is simply not true, and if you believe in great customer service, this isn't the role for you. What the management ONLY care about are the targets set from above and how many customers you can get over the phone to take out the bank's products. If you have helped a customer manage their finances and solved a problem - no one will care unless that involves you getting them to take a loan out. They monitor you like a child and you're expected to be in code for every little thing you do. You are treated like a robot and are not trusted to do your job. If you are doing post call work for more than a few minutes your manager will question what you are doing. You are just expected to be a droid, taking call after call, using the same script with every customer (so much for a personalised service). My manager would literally sit there for the whole shift, liste
I Worked for Natwest Ealing Broadway as a Senior personal banker for years, At first it was fun with lots to learn but after awhile it became frustrating as they are always under staffed and care not about the customers, the cues were long and never ending, new management would not come out to help, instead they would joke and laugh together having tea and cake at the back office while watching you on the CCTV screen laughing at you suffer while the cue is shouting at you for only having 1-2 staff on the tills while there are 4 tills in total, the two other tills were always empty 90% of the time and management would only jump on them to make it look like they are helping a little or at end of the day when they want to go home on time in last 20 mins. If you are good at sucking up, being fake and talking badly behind staff members backs to make yourself look good this jobs for you. Felt like I couldnt trust hardly anyone there, Your a slave in a suit trying to hit unrealistic targets that never end with no bonus when you do hit them. Your forced to ask EVERY customer questions trying to sell them products they don't care about hearing it even if theres a long cue and everyone can hear everything your saying with no privacy. Soul draining and Natwest are closing branching due to the very thing you promote INTERNET BANKING. You can get let go so don't think you are safe there, they keep cutting company running costs every year loyal staff are being let go after 25 years workin
Started off with training which could have been more efficient and organised, started helping customer a few days into my first week. Training is also provided in external branches which is very interactive and fun.
The beginning period is down to you on how quickly you become comfortable with helping customer with queries and finding the best solution for them. After a period of time you may end up being till trained which is actually the best part (in my opinion), faced no trouble with working on tills.
The challenges of working in the bank are that customers are not comfortable with using machines, online/mobile banking however many of them come to terms and actually end up using both services. Branches are being requested to avoid using all tills and influence the customers to use the other options in order to "to reduce queuing".
Once you start working for the bank you the realise how non-beneficial it can be towards the future of face to face branch banking, customers and staff. The main reason is to reduce costs for the company by closing down branches that do not make enough money from loans, mortgages etc; hence why we have to introduce online banking to customers.
Many of the customers who do not agree to these changes will end up having a massive go at you which can be embarrassing, but most of the time you won't be bothered by it. You just really have to listen to them, explain the reasoning behind the changes to cashiers, general queries and bank c
ProsHelpful colleagues, good recognition, external training
ConsLocation, pay is not great, not many benefits, service rules in branch
Retail Sector supports bullying in the workplace and a demotivating and negative culture.
8.15am start to complete branch opening process.
Printing off of appointments for the day
Research of appointments re opportunities and assistance
Preparation of paperwork for appointments
Dealing with incoming emails
9.30am conducting of appointments within strict FSA etc rules and guidelines and building of strong, lasting relationships with customers.
12.00 - 14.00 one hour lunch and one hour updating customer information, making sales calls to generate appointments, dealing with customer issues and queries etc.
14.00 - 16.30 conducting of appointments
16.30 - 17.00 updating of customer information, correct completion of paperwork, pre - calling customers with appointments for the following day, completion and sending of daily reports and figures.
In addition, required to fill in for cashiers at counter, cover enquiry desk, successfully complete industry set tests within allocated timescales in order to remain fully compliant and authorised, attend training when required.
Manage time and workload effectively and efficiently
Daily team motivation
Conduct of, and contribution to, weekly branch meetings.
Ensure that product and competitor knowledge is current
Co - workers were excellent and a pleasure to work with
Management was often lazy and poor with threat and fear used as motivators on a daily basis.
The hardest part of the job was dealing with the negative view that existing and potential customers have of the banking sector.
I enjoyed most, and still d
ProsDecent salary and benefits, varied and enjoyable role
• I am responsible for the day to day running of a busy branch on East Finchley High Street and manage a team of six, as well as regularly working with other key sellers.
• I am responsible for every aspect of the branch, predominantly the control and I ensure that operations within the branch are performed in a regulatory manner.
• Other duties involve regular performance management discussions with the team members which involve coaching, development and carrying out observations. I ensure that company policies are adhered to at all times and document any deviation from this to maintain a strong control environment.
• As the Branch Manager, I instil focus on making sure that the customer has an excellent and memorable experience when they visit the branch. This has been proven through the results of my Customer Experience Tracker and I am proud to be part of the local community within East Finchley.
• My team regularly receive feedback and support to help them achieve their targets and to be the best that they can be at their role; including supporting and guiding one of my team members to gain a successful promotion.
• My branch has a sales target which needs to be met each month; part of my role is ensuring that all team members are motivated enough to hit their individual targets and that the branch performs to company expectations. A large part of my role involves keeping everyone engaged and the morale in the branch high to ensure these targets are delivered and
A typical day at work involves me reconciling internal accounts. Managing the cashiers and the way in which the counter is run whilst ensuring all processes and procedures are being adhered to as well as customers been served efficiently. I manage the ATM machines by checking they are always in service and that money is readily available at all times. I have to organise our money remittances to the cash centre and make sure we have enough cash to run our branch. I deal with all cash related complaints and queries and must ensure that the customer is delivered a fair outcome. I am required to spot check the Cashiers' work to prevent fraudulent transactions going through. I am in control of monthly staff rotas and organising lunches on a daily basis.
This role has taught me to prioritise workloads, delegate jobs and multi-task without compromising on quality of my work.
Management are rarely supportive so I have had to learn to overcome certain obstacles on my own whilst remaining professional at all times.
Overall my co-workers and I work well as a team. However, I often find they are too laid back for the busy branch we work in so I find ways to get them motivated and feel the urgency to get jobs completed.
The most enjoyable part of the job is seeing branch audit results which is mostly influenced specifically on my job.
Prospaid lunch hours, not having to work bank holidays
Consnot paid overtime even though we are forced to do it, having to do 2 or 3 peoples jobs and not being paid for it, poor work/life balance
Customer Service Representative | Bolton | 17 Aug 2019
Management is a joke
The managers just don't understand how to do the basics of their job at all. Refuse to support staff, they think supporting you is just sitting next to you and listening to calls, then they go away without anything to say. If a customer gets irrate and demand a supervisor/manager, they refuse to speak to them as well and don't support you through anything. I had holidays booked from my interview which was agreed then but then was never actually booked when it came to the date and they huffed and puffed about having to sort it out. I had a few appointments for therapy as I struggle with mental health and when they found out what my appointments were for, all my manager cared about was if it would stop me from coming to work. Was never warned about needing to reach sales targets as this isn't something I wanted to go into and never would've applied for the job if I knew about reaching targets by selling and pushing customers into things they don't want, however this is now an intergral part of the role. Wish I didn't hate the job/management as much as I did as the perks and salary are decent - but after months of recieving no support and watching the management team sit and do nothing but play on their phones or take personal calls all day, I can confidently say that this is the worst job I've ever had.
ProsGood pay, decent perks/benefits
ConsPoor management, refuse to support staff, work place is dead
I was given the Mayers Briggs psych-profile test by the recruitment agency which told them I was an INFJ. The section head told all the staff (Which was illegal) and then NOT to tell me.
I had unbelievable amounts of grief from all the jealous insecure boys who knew they could say implied comments and get away with it.
One of the members of staff who pretended to be my friend worked out he could blackmail the section-head into a better paid job by walking into their office and telling them to give them the job or they would tell me what he'd done.
After this another tried it but was refused and then started to threaten and harass me with funny phone calls, Lies to all my school friends, This person was found to be Autistic and a sociopath, But when he thought he was going to passive aggressively threaten me again in front of everyone he ended up suffering a heart attack because of the stress of being found out.
My life was destroyed before I even left school, and the irony is The main 2 culprits referred to as Exibit "A" and "B" could have been rich beyond their wildest dreams due to my abilities if they had supported me instead of wrecking my life.
But again this came back on their children as they couldn't tell them the truth and their children acted differently because of the lies they told them to cover it up.
A typical day at work started with branch opening security procedure, and a staff huddle.
The bank became a ruthless selling machine, and everything was target measured. Fine for a professional sales person who puts in 60+ hours per week as I did, however I witnessed so many middle aged staff who had worked most of their lives getting to know the customers, and they now had to sell credit cards, holiday or house insurance, and daft accounts that carried a fee like advantage gold.
Too many staff were stressed, miserable and bullied by constant target reviews. My job involved going out to clients including well known celebrities who could not come into branch. It was rewarding to correctly advise wealthier people than I , and know I had done a really good honest job for them.
the hours were very long, target figures are played with to avoid paying your bonus if they can get away with it.
Only yes men progressed in management, you need to be a robot churning out the company line, even on conference calls whilst trying to drive to work at 7 am.
Do I miss it? absolutely not.
Although for some strange reason I am proud that I did it and did it well.
ProsCompany car, phone, expense account, long residential courses.
I look after a team of 14 sellers based across 6 branches, every day is unique were planning, clear communication and setting objectives is a must to obtaining my sales goals.
My day is set around clients and there objectives for the appointment, which is always carried out in a professional, compliant, relaxed manner.
I enjoy the interaction and unique scenarios which my team and I are faced by on a daily basis, My specialised knowledge, qualifications and banking background are utilised and up graded every week.
My happiest hours are when a satisfied, ecstatic customer leaves my office knowing they the are on the road to moving into there dream home.
Furthermore my face to face training of new mortgage advisers is a testimony to my ability to help motivate and pass on the skills developed.
The compliance levels are essential to my role and I do take on board these ever changing regulations very quickly.
The hardest part to the job is not being able to help every client.
ProsHappy Customers, great team, empowerment to manage time, fantastic product & brand, driven to manage team and set achieveable goals.
ConsNot always being able to help all our customers.
Customer Service Representative | Essex, MD | 6 Feb 2020
Great place to work with certain tweaks needed
I typical day at work would be being on the phones taking customers disputes and trying to resolve those in a timely manner.
You will be on the phone, with times off of the phones for lunch, huddles and MOPs among other things. These are little breaks away from the phone to keep you engaged in the job and to keep you up to date with everything that is going on in the company.
I learn things every week at this job, even if it is small and not so much related to the core job.
Workplace culture is mostly respectful and everyone has their own drawer to keep their belongings under lock and key.
The hardest part of the job is constantly being monitored by a body called "Resource and Planning" in which they constantly monitor whether you are at your desk and if not, why not.
This can be very challenging when your only excuse is "I just want a break!" when the job has been draining you for hours on end.
The most enjoyable part of the job is the relationships I have with my colleagues and the fact of knowing my manager has always got my back and if I don't know something or want to learn something my manager is always there for me.
Overall its a very good place to work but can get very same-y are boring.
If you come in on Manpower, the Agency and you have a holiday, you have to have first earnt it before actually being paid it which can be challenging when youre new and need a weeks holiday as you most likely wont really get paid for it!
ProsShort breaks, room for progession, good management
Consalways need to be ready for a call unless otherwise authorised
Workplace was buzzing everyday, looking for opportunities to help clients with our products, great atmosphere of work hard play hard culture.
We have very focused energising sales meetings every morning to help deliver where we wanted to be on a weekly basis, there was great cohesion with the managers and we would speak all through out every day to ensure we all know where we stand in delivering our objectives.
the hardest part of my job was coaching members of staff that weren't interested in sales or were part timers and the such, as much of my business depends on the quality of referral from my colleagues.
What drove me to better results from this was to role play and make things light hearted and more fun and eventually the one to one meetings became a habit for my colleagues and they looked forward to them as they were getting better outcomes from the referrals.
Being a senior member of branch banking at NatWest from my experience the work life balance is great, as soon as tasks for the day were complete we all would have a laugh and spend time relationship building after work hours while finishing our end of day duties.
In a sales environment being close to your colleagues is vital for success I believe as there should be cohesion in a sales process to put the client at complete ease.
Very much enjoy working for Natwest.
Questions and answers about NatWest
Does NatWest require pre-employment background checks? What kind of background check does NatWest do and how long does it take to complete?
Asked 7 Feb 2018
Financial credit checks. It doesn't take long.
Answered 28 Oct 2018
Yes crb which takes 6 weeks
Answered 28 Aug 2018
What should you wear to an interview at NatWest?
Asked 11 Apr 2017
I wore a hoodie when I went to natwest. But it was only to withdraw money from the cashpoint
Answered 4 Oct 2019
Blouse & skirt or trouser suit and sensible shoes or boots.
Answered 15 Apr 2019
How often are you required to work Saturdays as a customer service officer in branch?
Asked 20 Jun 2017
Depends where you are based to if you work... if working will get a day off during the week. Saturdays are included in your contract
Answered 10 Apr 2018
Large branches expected to work 2 Saturday's out of 4. Smaller branches not required to work saturdays.
Answered 21 Nov 2017
How did you feel about telling people you worked at NatWest?
Asked 11 Apr 2017
Honoured working for a big reputable bank but no progression
Answered 5 Feb 2019
Because I want to when I am older
Answered 8 Jan 2018
How are the working hours at NatWest?
Asked 26 Feb 2017
Flexible working hours
Answered 24 Sept 2018
Flexible at times, however increasingly you are expected to work unsociable hours