Senior Customer Service Advisor (Secured Admin Team) in Birmingham

As a Senior Customer Service Advisor within the Collections & Recoveries Secured Admin Team, you will have the opportunity to broaden your experience, strengthen your technical capability, and play a key role in supporting our customers when they need us most. If you’re someone with excellent written communication skills, strong attention to detail, and the confidence to make sound decisions, this role offers an exciting step forward in your development journey. You’ll work across a wide variety of tasks, helping us deliver consistently great outcomes for our customers.

The working hours for this role are Monday – Friday 9am-5pm. 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 office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office.

If your application is successful, your hiring manager will provide further details on how this works. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

The extras you’ll get include:

• 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

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 part of the Secured Admin Team, you’ll act as the first point of contact for customers and third‑party organisations who reach out via email or letter; demonstrating empathy and identifying key support needs from customer communications. No two days are the same; you may be handling plan proposals, processing credit file amendment requests, or investigating complex account queries. Within this role you will be required to conduct outbound calls where required (e.g., to solicitors, estate agents, housing associations). You’ll review key information, establish facts, and use your judgement to determine next steps. You’ll review accounts from our management queues in order to ensure they are located correctly, taking any action required such as sending an email to the customer, liaising with other stakeholders within Nationwide or escalating an account for further action. In some cases, you may also be responsible for recommending accounts progress to Litigation where all avenues of engagement have been fully explored. This role provides a unique opportunity to gain end‑to‑end insight into the Secured Admin function, deepening your understanding of the full Collections & Recoveries process from start to finish.

What We’re Looking For:

• Confident decision‑making with clear, well‑reasoned rationale
• Ability to support customers with vulnerabilities through written communication
• Strong written communication with excellent attention to detail
• Knowledge of mortgage products within C&R
• A solutions‑focused mindset, ensuring all engagement options are explored before legal escalation

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 hiring manager for this role is Charlotte Rankine, and the main recruitment contact is Amy Baxter.