The Senior Technical Support Analyst role sits within The Mortgage Works (TMW) Landlord Servicing, the area responsible for delivering accurate, compliant, and efficient servicing for our landlord mortgage customers.
The role contributes to the leadership of the Operational Support Team, which provides essential operational and analytical support, working on monthly regulatory mailings, analysing exception data, managing access requests securely, and offering general support to the wider department and the teams within it. This behind-the-scenes work has a direct impact on customers by ensuring communications are accurate and timely, reducing errors, producing Key Facts Illustration (KFI) offers, protecting data, and helping the wider team deliver a reliable and consistent servicing experience.
You’ll act as a subject matter expert within the team, providing guidance and support to colleagues, helping to resolve queries, and ensuring consistent and compliant handling of cases In addition, you will take on delegated leadership responsibilities. When the Team Manager is on leave, you will act as a key point of contact, supporting the team with day-to-day oversight, workflow coordination, and maintaining performance standards.
This is a 12 month secondment opportunity.
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 Bournemouth 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 support the preparation and delivery of our monthly bulk mailings, ensuring all regulatory communications are accurate, compliant, and sent on time. You’ll also produce and analyse exception KFIs and offers, using your insights to identify trends, highlight issues, and spot opportunities for improvements across our processes. Alongside this, you’ll manage access requests, ensuring they are handled promptly and securely in line with internal standards and data protection requirements.
You’ll provide day-to-day operational support to the Landlord Servicing teams, helping to resolve queries, streamline workflows, and maintain a consistently high level of service.
Using your technical and analytical skills, you’ll work across our core systems, including Summit and Activate, to investigate issues, extract data, and support reporting needs, ensuring the wider team has the information and insight required to deliver an excellent customer experience.
You’ll also provide technical guidance and support to colleagues, acting as a go-to person within the team, support quality and consistency across the team by sharing knowledge and best practice and assist with handling exceptions, queries, and operational issues. You will step into a team leadership support role when required, helping manage workloads, answer queries, and ensure smooth day-to-day operations in the absence of the Team Manager.
About you
The minimum requirements for this role are:
- Experience working on operational processes such as bulk mailings, customer communications, or regulated outputs with accuracy and to deadlines
- Proven analytical ability, including experience reviewing data, identifying exceptions or trends, and producing actionable insight
- The ability to work confidently with complex systems and navigate multiple platforms to investigate issues, extract data, and have a good knowledge of Summit and Activate systems
- Demonstrated attention to detail, with evidence of producing accurate work and maintaining quality under pressure
- Experience handling sensitive information securely, following data protection or internal governance standards (e.g. access requests)
- The ability to confidently collaborate effectively with different teams to resolve queries and support operations (both verbally and in writing)
- Experience stepping up to provide leadership support when required
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 Tom Godwin, and the main recruitment contact is Jemma Ives.
Contact Details:
Nationwide Building Society Recruitment Team
