Customer Service Consultant in Northampton

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. You will solve complex financial queries, turning challenges into opportunities for customer satisfaction, ensuring every call is a chance to showcase your banking prowess.

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

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. Many of our contact centre colleagues progress into other roles, taking their new skills to support our customers in the moments that matter most to them.

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. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.