We’re on an exciting journey in Group Mortgages Customer Management to transform how we connect with customers. Guided by our strategic drivers, we’re shaping communications and customer journeys to make every interaction meaningful.
This is a fantastic opportunity for someone passionate about creating exceptional customer experiences through clear, engaging communications across The Mortgage Works (TMW). You’ll play a key role in shaping how our customers interact with us, ensuring every message fits seamlessly into their journey and delivers real value.
You’ll also identify areas for improvement in the existing customer service experience and orchestrate the relevant stakeholders to help deliver change, making it even easier for customers to manage their mortgage while delivering good outcomes.
We are happy to consider flexible working approaches to help you perform at your best.
The working hours (per week) for this role can be between 32 and 35 hours.
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 either our Bournemouth, Northampton or Swindon office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location, we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.
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.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.
Responsibilities
What you’ll be doing
In this role you’ll lead and support projects that improve how we communicate with our customers, making every touchpoint clear, relevant, and timely. From analysing performance data to designing new communication strategies, you’ll help us innovate and continuously improve the customer experience.
You’ll be responsible for identifying and prioritising opportunities to help improve the existing customer service experience, utilising a range of sources such as insight, colleague feedback and complaints to drive this.
You’ll be supporting the management of the Mortgage Product Policy mailbox, by responding to queries on TMW policy from across the business and supporting colleagues in Complaints Operations.
You’ll also contribute to the completion of Product & Service Approval Process (PSAP) reviews, a key product control framework, by providing TMW support to assist their completion, particularly focussing on communications and existing customer experience.
About you
The minimum requirements for the role are:
Knowledge of TMW existing customer journeys and our closed mortgage books
- Experience shaping and writing customer communications
Be a good relationship builder with confident stakeholder management experience
Ability to proactively manage your own workload and juggle multiple priorities
- Evidence of analysing and understanding customer journey and identified opportunities for improvement and identifying risk
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.
Qualifications
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
25 days holiday, pro rata
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
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
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 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.
We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
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.
The hiring manager for this role is Michael Kosifou and the main recruitment contact is Jemma Ives.
Contact Details:
Nationwide Building Society Recruitment Team
