Inbound Customer Service Advisor

At Nationwide we help you build a career, not just a job. There are so many ways that you can develop, progress, and contribute to our success from learning and growing. Many of our contact centre colleagues progress into other roles, taking their new skills to support our customers in the moments that matter most to them. When you push for high performance - from yourself and those around you - you thrive at Nationwide.

You will be working 35 hours per week, between the hours of 8am-8pm, Monday to Sunday, with shift patterns typically based on a 3-week rotation of early, mid and late shifts. You will also need to be available to work weekends and bank holidays. You will be required onsite for the first 4 weeks during your initial training. Due to the structured training programme, no holiday can be taken within the first 6 weeks of your start date, which is the 26th August. Interviews will be taking place week commencing 7th July.

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. Following training, for this job you'll spend at least two days per week, based at our Northampton office. If your application is successful, your hiring manager will provide further details on how this works.

What you’ll be doing:

• Navigating the dynamic world of banking, providing expert guidance and support to Customers.
• Solving complex financial queries, turning challenges into opportunities for Customer satisfaction, ensuring every call is a chance to showcase your banking prowess.
• Building meaningful relationships with Customers, becoming their trusted support in the labyrinth of financial services.
• Thrive in a fast-paced environment where your decisions can make a real difference in people's financial lives.
• Experiencing the thrill of working in a sector that’s constantly evolving, with new technologies and trends to conquer, allowing you to stay ahead of the curve by mastering the latest banking products and regulations.
• Embracing the challenge of meeting our goals, with the satisfaction of knowing you’re helping to shape the future of banking.

About you:

You might have Customer service experience or other transferrable skills which will make a difference to our Customers. Working with high volumes of calls requires resilience, patience, and an ability to solve a wide range of problems. To provide our Customers with simply brilliant service, you will need:

• Strong empathy and resilience, excellent communication, and flexibility to effectively interact with Customers and resolve their issues.
• The ability to quickly identify and resolve Customer issues, often requiring critical thinking and the use of available resources.
• A Customer-Centric Approach - Prioritising Customer satisfaction by actively listening, providing efficient solutions, and ensuring a positive Customer experience.
• Proficiency in using various software applications and handling digital communication efficiently is crucial for managing Customer interactions and administrative tasks.
• Great knowledge retention about our products and services to provide accurate and helpful support.
• A flexible team player, playing your part in the wider team to meet customer needs.

Our Customer First behaviours are all about putting Customers at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these:

• 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.

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.
• Access to an annual performance related bonus.
• Access to training to help you develop and progress your career.
• Wellhub - Access to a range of free and paid options for health and wellness.
• 25 days holiday pro rata.

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.

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. Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focussed around what’s important to us in a member facing role at Nationwide. If you pass these online assessments, we’ll then ask you to answer some questions in a video interview (don’t worry you can turn the camera off for this) within the next 48 hours. In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what it’s like to work here at Nationwide. Best of luck in your application!