At a Glance
- Tasks: Support families with empathy during sensitive times, guiding them through bereavement processes.
- Company: Join a compassionate team at Nationwide, dedicated to making a difference.
- Benefits: Enjoy flexible working, private medical insurance, and a competitive pension.
- Other info: Opportunities for career development and up to 2 days of paid volunteering.
- Why this job: Make a real impact by helping others during their most challenging moments.
- Qualifications: Strong communication skills and the ability to handle sensitive conversations.
The predicted salary is between 30000 - 40000 € per year.
As a Service Consultant in our Specialist Customer Support team, you’ll be there for our members and their families at moments that really matter. You’ll offer calm, clear guidance whether you’re supporting personal representatives with bereavement notifications or helping families understand the Power of Attorney registration process. Every conversation is an opportunity to make things a little easier, providing compassionate, efficient support and handling sensitive calls with genuine care. It’s all about doing the right thing and delivering a simply brilliant experience for every member, every time.
We are happy to consider flexible working approaches, including alternative hours, to support you in performing at your best. The working hours (per week) for this role are between 25 and 35, working Monday to Friday, as well as one in every three Saturdays with time off in lieu during the week. 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 be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to once a quarter.
Extras you’ll get:
- Access to private medical insurance
- A highly competitive pension to help you build a strong foundation for retirement
- Access to an annual performance related bonus
- Training and development to help you progress your career
- A great selection of additional benefits through our salary sacrifice scheme
- Life assurance to provide peace of mind for you and your loved ones in the event of your death
- Wellhub – access to a range of free and paid options for health and wellness
- Up to 2 days of paid volunteering a year
What you’ll be doing:
You’ll be supporting family members, third parties and our frontline colleagues with empathy and understanding, taking the time to ask sensitive questions so you can fully understand what they need. You’ll guide callers through each stage of the bereavement process, explaining what happens next from registering a notification and advising on the documents we require, to helping them understand how accounts can be closed or how any outstanding debts will be managed. Using a range of systems, you’ll access and update information on new and existing cases, making sure everything is accurate and easy to follow. And when a situation needs specialist help, you’ll recognise it quickly and work with the right experts. You’ll also be ready to signpost callers to further support, whether that’s one of our specialist teams or external charities and organisations that can offer additional help. It’s all about being there when it matters and doing the right thing for every member, every time.
About you:
- Confident managing a high number of incoming calls while keeping each conversation personal and supportive
- Able to communicate with warmth, clarity and empathy, even during difficult conversations
- Happy working with multiple systems, keeping member records clear, up-to-date and easy for colleagues to understand
- Confident in guiding customers through every part of the bereavement journey, giving clear, compassionate explanations that help them feel supported during a sensitive time
- 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
Service Consultant in Belfast employer: Description This
At Nationwide, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises empathy and collaboration. Our Service Consultants play a vital role in providing compassionate support during challenging times, and we ensure our employees have access to extensive training, flexible working options, and a comprehensive benefits package, including private medical insurance and a competitive pension scheme. With opportunities for personal growth and a commitment to employee well-being, Nationwide is dedicated to fostering a rewarding environment where every team member can thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Service Consultant in Belfast
✨Tip Number 1
Get to know the company culture! Before your interview, check out their website and social media. This will help you understand their values and how you can fit in. Plus, it gives you some great talking points during your chat!
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. This will help you feel more confident and articulate when discussing your experience and how it relates to the Service Consultant role.
✨Tip Number 3
Show your empathy! Since this role involves sensitive conversations, think of examples from your past where you've demonstrated compassion and understanding. Be ready to share these stories to highlight your suitability for the position.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows you're genuinely interested and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Consultant in Belfast
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for helping others and your empathy in dealing with sensitive situations.
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of a Service Consultant. Mention specific examples that demonstrate your ability to handle difficult conversations with care and clarity.
Keep It Clear and Concise:We appreciate straightforward communication, so keep your application clear and to the point. Avoid jargon and make sure your key points stand out, showing us why you’re the perfect fit for this role.
Apply Early!:Don’t wait until the last minute to submit your application. If we get a lot of great applications, we might close the advert early. So, hop onto our website and apply as soon as you can to avoid missing out!
How to prepare for a job interview at Description This
✨Understand the Role
Before your interview, take some time to really understand what being a Service Consultant involves. Familiarise yourself with the bereavement process and the kind of support you’ll be providing. This will help you answer questions more confidently and show that you’re genuinely interested in the role.
✨Show Empathy
Since this role involves handling sensitive conversations, practice demonstrating empathy during your interview. Use examples from your past experiences where you’ve had to support someone through a tough time. This will highlight your ability to connect with customers on a personal level.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess how you would handle specific situations. Think about how you would guide a caller through the bereavement process or manage a difficult conversation. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Ask Insightful Questions
At the end of your interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
