Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support customers in navigating banking with expert guidance and problem-solving skills.
- Company: Join Nationwide, a purpose-driven mutual bank focused on customer satisfaction.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a competitive pension.
- Other info: Hybrid working options available, with opportunities for career progression.
- Why this job: Make a real difference in people's lives while developing your career in banking.
- Qualifications: Strong empathy, resilience, and excellent communication skills are essential.
The predicted salary is between 21000 - 30000 £ per year.
Location: Northampton / Northamptonshire
Salary: From £25,250
Contract: Permanent (Full Time)
Reference: 2116
Closing Date: 08 March 2026
Our Customer Service Consultants work hard taking calls to support our customers with navigating the fast-paced world of banking, providing expert guidance and support, 7 days a week 8am to 8pm.
As a Customer Service Consultant at Nationwide, you will be part of our Contact Centre Teams to support our customers and navigate the changeable world of banking, providing expert guidance and support.
You will be working 35 hours per week, between the hours of 8am to 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 and due to the structured training programme, no holiday can be taken within the first 6 weeks of your start date, which is 5th May 2026.
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.
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 Northampton office.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
As a Customer Service Consultant, you will take a high volume of calls each day to support our customers with navigating the dynamic world of banking, providing expert guidance and support.
You will build meaningful relationships with customers, becoming their trusted support in the labyrinth of financial services.
You'll often speak with customers who may be experiencing vulnerability or contacting us at times of stress or uncertainty. These conversations can be emotive, so your empathy, patience, and ability to stay resilient under pressure will be key to ensuring every customer feels heard and supported.
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 many ways that you can develop, progress, and contribute to our success from learning and growing.
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 communication efficiently is crucial for managing customer interactions and administrative tasks
- 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:
- Feel what customers feel - We step into our customers' shoes, using their feedback and insights to empathise with them and to understand their needs.
- Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent.
- 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.
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
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.
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.
Customer Service Consultant employer: Nationwide Building Society
Contact Detail:
Nationwide Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Consultant
✨Tip Number 1
Get to know the company! Research Nationwide's values and customer-first behaviours. When you understand what they stand for, you can tailor your conversations to show how you fit right in.
✨Tip Number 2
Practice your communication skills! As a Customer Service Consultant, you'll be chatting with customers all day. Role-play with friends or family to get comfortable handling different scenarios and questions.
✨Tip Number 3
Show off your empathy! Think of examples from your past where you've helped someone in need. Being able to relate to customers' feelings will set you apart and demonstrate that you truly care.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Nationwide team. Don’t wait too long; apply now before the closing date!
We think you need these skills to ace Customer Service Consultant
Some tips for your application 🫡
Show Your Customer-Centric Side: When writing your application, make sure to highlight your customer-first behaviours. Share examples of how you've empathised with customers or resolved issues in the past. This will show us that you truly understand what it means to put customers at the heart of everything.
Be Clear and Concise: We love a straightforward approach! Keep your application clear and to the point. Avoid jargon and make sure your skills and experiences shine through without unnecessary fluff. This helps us see your potential quickly!
Tailor Your CV: Don’t just send the same CV for every job. Tailor it to reflect the skills and experiences that are most relevant to the Customer Service Consultant role. Mention any experience you have in banking or customer service, and how it aligns with our values.
Apply Early!: We might close the advert earlier if we get a lot of applications, so don’t wait until the last minute! Apply through our website as soon as you can to ensure your application is considered. We can’t wait to hear from you!
How to prepare for a job interview at Nationwide Building Society
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of banking products and services. Familiarise yourself with common customer queries and how to resolve them. This will not only show your enthusiasm for the role but also demonstrate your ability to provide expert guidance.
✨Show Empathy
As a Customer Service Consultant, you'll be dealing with customers who may be stressed or vulnerable. Practice active listening and think about how you would feel in their situation. During the interview, share examples of how you've handled difficult conversations in the past, highlighting your empathy and resilience.
✨Demonstrate Flexibility
The role requires working various shifts, including weekends and bank holidays. Be prepared to discuss your availability and willingness to adapt to different schedules. Show that you're a team player who can contribute positively to the team's dynamics, even during busy periods.
✨Embrace Continuous Improvement
Nationwide values personal development and pushing for better. Share your experiences of seeking feedback and how you've used it to improve your skills. Discuss any training or courses you've taken that relate to customer service or communication, showing your commitment to growth.