Business Support Analyst in Northampton

This role sits within the Systems team in Business Support, part of our Collections & Recoveries department. Our team supports the Collections & Recoveries operation and plays a key role in supporting business performance and helping our teams work as efficiently as possible.

The Business Support Analyst role in the Systems team provides system related support to the whole of the Collections & Recoveries department – this can include logging faults, maintaining access requirements to systems, supporting the delivery of demand by testing configuration changes, as well as daily monitoring of departmental exception reports, Teams channels and mailboxes.

This is a 12-month secondment opportunity. 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 spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at either our Northampton, Swindon or Bournemouth office.

If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. 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.

Responsibilities

What you’ll be doing:

• Working in a small team, no two days are the same! It’s an exciting role and your main responsibilities will include logging faults with our technology teams; acting as a conduit between them and any affected users.
• You’ll need to keep people up to date when there’s a problem, by proactively communicating urgent messages to the department.
• You’ll be working exception report tasks on a daily basis, which will involve analysing accounts and ensuring any problems are resolved or escalated to our technology teams.
• You’ll also be maintaining system access controls and liaising with users and access teams.
• You’ll take ownership of the creation and maintenance of the written processes which the team follows – so a keen eye for detail is a must.
• You will also support wider team deliveries of local improvements that enhance the customer, mitigate risk, and reduce costs, all at pace, to high standards, and with measurable benefits.
• You’ll work closely with a variety of teams, building strong relationships across the business and influencing colleagues at different levels of the organisation.
• You’ll also respond to ad hoc business queries, share your technical expertise where needed, and support the rollout of new processes through training and communication, always ensuring that our members receive fair and consistent outcomes.

About you

You will have/be:

• Analytical, with an eye for detail and a logical approach.
• Demonstrable investigation and problem-solving skills.
• Excellent stakeholder management and communication skills (both written and verbal) at all levels.
• Experience supporting business change, continuous improvement or project delivery.
• The ability to manage your own time effectively, work to deadlines, and be able to handle interruptions to your daily routine.
• Proficient in Microsoft Office (particularly Word, Excel and SharePoint).

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.

Qualifications

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 Tim Stibbards, and the main recruitment contact is Angela Darbar.