Working for a Building Society you will have the opportunity to change someone’s life for the better.
This role sits within our main TMW Telephony area and you will support our inbound Telephony lines as part of this role, this will be both to ensure we maintain our answer rates, but also to offer first point of contact resolution. While continuing to keep our business risk free, we want our customers to experience a seamless journey while making post completion requests, being compliant with process and quality requirements and managing a daily caseload. You will also be working alongside other business areas to support decision making when mitigating risk for both our customers and the society.
If you put a lot in, it’s only fair you should get a lot out. So if you help us do the right thing for our customers, we’ll help further your career at Nationwide. We think it’s a great place to work, and we’re not afraid of giving you praise when you’ve done well.
This is a full time role of 35 hours per week, shifts are between 8am-8pm Monday to Saturday depending on Business requirements, there is no obligation to work a Saturday if you don’t wish.
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, or if part time you'll spend 40% of your working time, based at our Northampton, Swindon or Bournemouth office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
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 will resolve customer telephone and email queries at the first point of contact and where possible, identify and recognise areas of customer dissatisfaction and resolve these, redirect or escalate as appropriate in line with policies and procedures, to deliver an exceptional customer experience every time.
You will be responsible for maintaining the required level of product and system knowledge needed to carry out the role, whilst maximising personal productivity by constantly achieving individual Key Performance Targets, thus driving a high first-time resolution rate and positive customer experience.
About you
As a minimum requirement you’ll need to have or be:
- Strong customer service experience within Financial Services
- Able to confidently support and build rapport with customers by phone
- A passion for doing the right thing for our customers
- Confident IT skills
- An understanding of Customer Authentication and Vulnerability Regulations
- Strong experience of working with Mortgage accounts
- Able to prioritise with good time management where priorities may shift throughout the day
- Have flexibility to switch between day to day tasks and supporting inbound telephony teams
- Able to handle challenging calls with our customers and third parties
It would be nice if you also have:
- Experience of Landlord products/ criteria
- Able to handle complex data, drawing conclusions and making solid decisions
- Experience in Advised or Non-Advised interviews
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
There are all sorts of employee benefits available at Nationwide, including:
- A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
- Up to 2 days of paid volunteering a year
- Life assurance worth 8x your salary
- A great selection of additional benefits through our salary sacrifice scheme.
- Wellhub – Access to a range of free and paid options for health and wellness
- Access to an annual performance related bonus
- Access to training to help you develop and progress your career.
- 25 days holiday, pro rata
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. You’ll need to attach your up-to-date CV and answer a few quick questions for us.
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
