Banking Associate in Newcastle

Our Credit Cards teamwork in a fast-paced, exciting environment where no two days are the same. There’s a buzz in the department, and it’s the sound of us delightfully surprising our customers! We provide a fantastic all-round experience for new and existing customers, supporting them with a digital-first attitude and generally impressing them with our credit card support and expertise. Making our customers happy involves us building strong relationships, solving problems and having great conversations through our live chat, telephony, and social platforms.

Our opening hours are from 8am - 6pm, Monday to Friday, and Saturday 9am - 3pm. Shifts fall within these opening times following assigned shift patterns, such as 8am - 3:30pm or 10:30am - 6pm. You would also be expected to work the occasional Saturday shift for which you would be given a day off during the week.

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. This is anticipated to be in Glasgow or Gosforth.

If your application is successful, your hiring manager will provide further details on how this works.

You’ll be speaking with our customers through various platforms such as Live Chat and over the Phone, supporting them with their queries and questions. You’ll also be actioning changes and requests and providing expert support and information around our Credit Card products and accounts. Additionally, you’ll work towards, and achieve, excellent customer outcomes managing internal admin procedures whilst having a digital-first attitude so our customers can leave a conversation with the capacity to support themselves moving forward. You’ll be expected to go the extra mile for our vulnerable customers, providing extra support and showcasing interactions that you wouldn’t get anywhere else.

About you

You will have:

• Strong experience delivering exceptional customer service in either a digital or face-to-face environment, with a focus on creating a positive, lasting impression
• Telephony experience with the ability to effectively assist customers in a remote capacity
• Speed, accuracy, and the confidence to provide expert service
• An open mind to learn and adapt to processes within our area
• Basic technological expertise in handling multiple applications at once

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

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.

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! Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focussed around what’s important to us in a member facing role at Nationwide. In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what it’s like to work here at Nationwide. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.