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- Tasks: Support customers with banking queries and provide expert guidance.
- Company: Join Nationwide, a purpose-driven mutual bank focused on customer satisfaction.
- Benefits: Enjoy competitive pay, private medical insurance, and a strong pension plan.
- Why this job: Make a real impact in banking while developing your career in a supportive environment.
- Qualifications: Strong communication skills and a customer-centric approach are essential.
- Other info: Flexible working options and opportunities for career progression await you.
The predicted salary is between 30000 - 42000 £ per year.
Our Customer Service Consultants work hard taking calls to support our customers with navigating the dynamic world of banking, providing expert guidance and support, 7 days a week, 8am-8pm. As a Customer Service Consultant at Nationwide, you will be part of our Contact Centre Teams, and you will provide expert guidance and support to customers. You’ll be solving complex financial queries, turning challenges into opportunities for customer satisfaction and ensuring every call is a chance to showcase your banking prowess.
We are happy to consider flexible working approaches to help you perform at your best. You’ll 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.
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 Swindon office.
The extras you’ll get include:
- 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
As a Customer Service Consultant, you will build meaningful relationships with customers, becoming their trusted support in the labyrinth of financial services. Joining our team, you will experience 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. You’ll embrace the challenge of meeting our goals, with the satisfaction of knowing you're helping to shape the future of banking.
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. From being open to trying new things through secondments or taking on a different or broader role which develops new skills. 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.
For this role, 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 communications
- Great knowledge retention about our products and services to provide accurate and helpful support
- To be a flexible team player, playing your part in the wider team to meet customer needs
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.
Customer Service Consultant in Swindon employer: Description This
Contact Detail:
Description This Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Consultant in Swindon
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Nationwide. Understand their values, mission, and what makes them unique in the banking sector. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer service and think about how you can demonstrate your empathy and problem-solving skills. Role-playing with a friend can help you feel more confident when it’s your turn to shine.
✨Tip Number 3
Show off your soft skills! During the interview, highlight your communication abilities and flexibility. Share examples of how you've successfully resolved customer issues in the past, as this aligns perfectly with what Nationwide is looking for in a Customer Service Consultant.
✨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’s a nice touch that shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Consultant in Swindon
Some tips for your application 🫡
Show Your Customer-Centric Side: When you're writing your application, make sure to highlight your customer service experience. We want to see how you've put customers first in previous roles, so share specific examples that showcase your empathy and problem-solving skills.
Tailor Your CV: Don’t just send out the same CV for every job. Take a moment to tweak it for this role at Nationwide. Use keywords from the job description and emphasise your relevant skills and experiences that align with what we’re looking for.
Be Authentic: We love genuine people! When answering the application questions, let your personality shine through. Share your passion for helping others and why you’re excited about the opportunity to work with us at Nationwide.
Apply Early: Don’t wait until the last minute to submit your application. We might close the advert early if we get a lot of applications, so hit that ‘Apply Now’ button as soon as you can to ensure you don’t miss out on this fantastic opportunity!
How to prepare for a job interview at Description This
✨Know Your Stuff
Before the interview, brush up on your knowledge of banking products and services. Familiarise yourself with common financial queries and how to resolve them. This will not only show your expertise but also demonstrate your commitment to providing excellent customer service.
✨Showcase Your Empathy
During the interview, be prepared to share examples of how you've empathised with customers in the past. Highlight situations where you turned a challenging interaction into a positive experience. This aligns perfectly with Nationwide's customer-first behaviours.
✨Practice Active Listening
In a role focused on customer service, active listening is key. During the interview, make sure to listen carefully to the questions asked and respond thoughtfully. This will reflect your ability to understand customer needs and provide tailored solutions.
✨Be Flexible and Open-Minded
Demonstrate your flexibility by discussing your willingness to adapt to different shift patterns and work environments. Share any experiences where you've successfully navigated change or taken on new challenges, as this shows you're ready to thrive in a dynamic setting like Nationwide.