Business Support Consultant in Swindon

At Nationwide we openly put our 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, our focus is on resolving issues for our customers when things go wrong and preventing them from happening again.

In this role, you will support the delivery of small to medium change initiatives across Customer Resolutions Operations, acting as a key link between operational teams and stakeholders across the business. You will help ensure that change is effectively translated into practical, sustainable improvements, enabling our teams to adapt quickly while continuing to deliver strong customer 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 28 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 be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. 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.
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.

What you’ll be doing

You will play a key role in shaping, coordinating and embedding change initiatives/continuous improvement activity across Customer Resolutions Operations, with a particular focus on supporting the integration of Virgin Money Operations and the migration of customer accounts. You’ll act as a subject matter expert for operational processes, ensuring that business needs are clearly understood and reflected in new ways of working as we evolve our operating model through this transition. A core part of your role will be engaging with senior leaders and stakeholders, providing updates, insights and recommendations to ensure change is effectively delivered and aligned to strategic outcomes.

About you

The minimum requirements for this role are:

• Detailed understanding of Virgin Money processes and operations

• Experience supporting or delivering change initiatives and projects

• Excellent planning and organisational skills and the ability to manage multiple competing priorities and deliverables, with a history of excellent decision making and critical thinking

• Confident stakeholder communication and coordination, including managing interactions, conveying information, and supporting alignment across teams and stakeholders (Both verbally and in writing)

• Experience producing reports and presentations for senior stakeholders

• Understanding of regulatory expectations (e.g. Consumer Duty, DISP) and how these translate into operational processes

• analytical capability with the ability to identify opportunities to improve processes

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 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 Joshua Devenport, and the main recruitment contact is Jemma Ives.