Customer Support Associate (Bereavement Services) in Leeds

We’re excited to offer a rewarding opportunity to join our Customer Support Operations team, which covers Bereavement Services. 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. If you’re empathetic, collaborative, and passionate about making a difference, we’d love to hear from you.

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 sites. This is anticipated to be monthly in Glasgow, Gosforth or Leeds.

Responsibilities:

• Understanding and responding to the needs of customers, including those who may be vulnerable, identifying the most appropriate support and solutions tailored to their individual circumstances.
• Collaborating with colleagues across the bank, including stores and contact centres, as well as external partners such as solicitors to ensure customers receive comprehensive and well-rounded support.
• Recognising when situations require specialist input and confidently referring these cases to the appropriate resources.
• Carrying out administration tasks as well as working on the telephone, as this will form an important part of the role.
• Contributing to a culture of continuous improvement by sharing knowledge and best practices, helping others to succeed.
• Fostering a supportive team environment focused on delivering excellent customer outcomes, while building strong relationships across the wider bank.

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.
• Confidence in handling customer interactions, whether face-to-face or over the phone, in a service or support role.
• Comfortable handling administrative tasks.
• A flexible and adaptable approach, ready to meet the changing needs of customers and the business.
• An understanding of the importance of performance and customer satisfaction.
• Awareness of policies and regulatory requirements, and how they apply in a customer support setting.
• Strong organisational skills and the ability to stay motivated and manage your own workload effectively.

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.

The extras you’ll get:

• 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 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. Once we’ve received your application successfully, we will invite you to the first stage; our online assessments!