Specialist Service Consultant

Northampton, United Kingdom Sheffield, United Kingdom At Nationwide, we put our 15 million customers at the centre of every decision we make as a business. Every role, no matter what it’s doing, is customer focused. In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to stop issues happening again. We’re a specialist area focused on resolving complaints, remediating incidents and operating customer data processes. We offer hybrid working wherever possible, providing generous access to home working while valuing time in the office for collaboration and problem solving. For this role you will be located at our nearest regional hub and will need to attend a monthly meeting at one of our regional offices. Nationwide is committed to the redeployment of all employees impacted by change, so redeployment candidates will be prioritised in this recruitment process. The 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 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 will support the mobilisation of new remediations across customer remediation operations, focusing on operational readiness activities. You will share knowledge, learn from successes and failures, and work collaboratively with colleagues and stakeholders across the wider business to help shape and improve processes. You will use strong analytical skills to establish relevant and appropriate ways of working in a highly regulated environment. Create operational support documents such as process guides. Provide ongoing support to the operations team through training roll‑outs, query support, operational support meetings, and one‑to‑one support as required. Engage with a range of stakeholders, maintaining high standards of business writing and verbal communication. Play a crucial part in UAT tooling and global process testing, providing feedback to enhance procedures before a project goes live. Support operational activities where there is a business need, delivering first‑time resolutions to customers via all contact channels, managing case reviews, escalated enquiries and/or complaints. About you The minimum requirements for this role are: Virgin Money product and process experience, with extensive systems knowledge The ability to provide first‑class customer service Strong telephony skills Problem‑solving experience and a solution‑focused mindset The ability to challenge constructively to ensure the right outcome is achieved and processes are fit for purpose Good written skills to ensure process guides and supporting documents are clear and easy to use Someone who takes ownership of their own work stack, balancing different priorities and completing tasks within agreed timeframes, proactively escalating blockers or support needed. The ability to identify and call out potential risks Someone who proactively seeks feedback and owns personal development Job Info Job Identification: 3091 Apply Before: 05/12/2026, 10:55 PM Locations: Nationwide House, Swindon, Wiltshire, SN38 1NW, GB; Belfast City Hall, Belfast, Antrim, BT1 5AG, GB; Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB; 21 High Street, Birmingham, West Midlands, B4 7SL, GB; 47/49 Queen Street, Cardiff, CF10 2AS, GB; 1 Gorse Stacks, Chester, CH1 3EQ, GB; 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB; Masterton House, Dunfermline, Fife Region, KY11 8NX, GB; 83 George Street, Edinburgh, EH2 3ES, GB; 92/96 Argyle Street, Glasgow, Glasgow City, G2 8BQ, GB; 94 Briggate, Leeds, LS1 6NP, GB; Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB; 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB; 28 King Street, Maidstone, ME14 1DA, GB; 2 Spring Gardens, Manchester, M2 1EE, GB; Jubilee House, Newcastle, NE3 4PL, GB; 38 Carver Street, Sheffield, West Yorkshire, S1 4FS, GB; 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, GB; 7/11 Montague Street, Worthing, BN11 3AX, GB #J-18808-Ljbffr