At a Glance
- Tasks: Provide compassionate support to vulnerable customers and collaborate with internal and external teams.
- Company: Join Nationwide's Specialist Support Team, dedicated to making a difference.
- Benefits: Enjoy private medical insurance, a competitive pension, and performance bonuses.
- Other info: Hybrid working model with opportunities for personal growth and community involvement.
- Why this job: Make a real impact by helping those in need while developing your career.
- Qualifications: Experience in customer support, strong communication skills, and empathy for vulnerable individuals.
The predicted salary is between 30000 - 40000 £ per year.
We’re excited to offer a rewarding opportunity to join our Specialist Support Team—a group dedicated to helping customers with complex needs, such as serious mental health challenges or multiple vulnerabilities, who may struggle to manage their everyday banking. In this role, you’ll provide compassionate, tailored support through both telephony and back-office channels. You’ll work closely with internal teams across our stores and contact centres, as well as external partners including third-party charities, to ensure our customers receive the care and assistance they need.
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 located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be monthly in Glasgow or Gosforth. If your application is successful, your hiring manager will provide further details on how this works. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
What you’ll be doing
As a Customer Service Associate within the Specialist Support Team you will be working with our most vulnerable customers, to understand and respond to their needs, identifying the right support and solutions tailored to their individual circumstances. You will recognise when a situation requires specialist input and confidently refer customers to the most appropriate resources. Answering inbound calls, you will need to be empathetic and resilient dealing with emotive complex situations. You will collaborate with colleagues and external third parties such as solicitors and debt charities to ensure customers receive comprehensive support. You will share your knowledge and best practice with the wider team to foster a supportive and collaborative environment, and build strong working relationships across the team and wider bank to ensure a seamless and compassionate customer experience.
About you
- Experience supporting vulnerable customers with empathy and care, asking the right questions and offering meaningful assistance
- Strong communication and listening skills, with the ability to understand and respond to individual customer situations
- Telephony experience and a track record of engaging with customers by phone, managing complex, sensitive queries
- Previous experience working on administrative tasks having a keen eye for detail
- Strong organisational skills and the ability to stay motivated and manage your own workload effectively
The extras you’ll get
- 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
Customer Support Associate - Specialist Support Team employer: Nationwide Building Society
At Nationwide, we pride ourselves on being an exceptional employer, particularly for those in our Specialist Support Team. Our commitment to employee well-being is reflected in our hybrid working model, generous benefits including private medical insurance and a competitive pension, and a culture that celebrates collaboration and personal growth. Working in Glasgow or Gosforth, you'll have the opportunity to make a real difference in the lives of vulnerable customers while enjoying a supportive environment that values your contributions.
Contact Details:
Nationwide Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Associate - Specialist Support Team
✨Tip Number 1
Get to know the company culture! Before your interview, check out Nationwide's values and mission. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your empathy skills! Since you'll be dealing with vulnerable customers, think of scenarios where you can demonstrate your ability to listen and respond compassionately. Role-playing with a friend can really help!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend any local events. This can give you insider info about the role and might even lead to a referral—bonus points for you!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the Specialist Support Team at Nationwide.
We think you need these skills to ace Customer Support Associate - Specialist Support Team
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with vulnerable customers. Use examples that showcase your empathy and communication skills, as these are key for the role.
Showcase Your Skills:Don’t forget to mention your telephony experience and any administrative tasks you've handled. We want to see how you’ve managed complex queries and stayed organised in previous roles.
Be Authentic:When writing your application, let your personality shine through! We value genuine connections, so share your passion for helping others and why you’re excited about this opportunity with us.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, your application will be seen by the right people, and you’ll get all the latest updates on your progress!
How to prepare for a job interview at Nationwide Building Society
✨Understand the Role
Before your interview, take some time to really understand what it means to be a Customer Support Associate in the Specialist Support Team. Familiarise yourself with the challenges vulnerable customers face and think about how you can provide compassionate support. This will help you answer questions more effectively and show that you're genuinely interested in the role.
✨Showcase Your Empathy
During the interview, be prepared to share examples of how you've supported vulnerable customers in the past. Use specific situations where you demonstrated empathy and resilience. This will highlight your ability to handle complex emotional situations, which is crucial for this role.
✨Communicate Clearly
Strong communication skills are key for this position. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend or family member to get comfortable discussing your experiences and answering potential questions.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team and the company culture. This shows your interest in the role and helps you gauge if it's the right fit for you. Consider asking about how the team collaborates with external partners or what training opportunities are available.
