Customer Service Consultant (Personal Banking) in Northampton

As a Personal Banking Manager at NBS, you will be the first point of contact for all inbound customer enquiries regarding new Nationwide products. In this exciting role, you’ll be supporting our customers during inbound phone calls. You’ll maximise your existing knowledge of Nationwide’s range of services to help them understand and access our suite of products.

If customer service and doing the right thing is important to you, send in your application by clicking apply today!

For this role, the working hours are 35 hours per week, Monday - Friday, 8am - 6pm and every other Saturday between 9am - 1pm. You will be required onsite for the first 4 weeks during your initial training. Due to the structured training programme, no holiday can be taken within the first 7 weeks of your start date, which is the 18th May. We are happy to consider flexible working approaches to help you perform at your best.

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 or Wakefield 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.

What you’ll be doing

In this role, you’ll be handling inbound calls, and you’ll be the first point of contact for any customers phoning about non-advised products, progressing new enquiries right up to the completion of an application. You will develop skills to deliver the right outcomes for our customers and will need a willingness to learn as you develop your understanding and skills across our non-advised product and services range.

You will be delivering a personalised and efficient service to all customers, consistently delivering an excellent experience through meaningful customer conversations that deepen engagement and support financial wellbeing. You’ll help to identify and understand customers’ current and future needs, and therefore the appropriate products on a case-by-case basis before assisting with the completion of any applications in line with checklists and sales processes.

Being a good communicator is crucial, as you build a rapport with each customer to gain a better understanding of the different ways in which we can help. You will have previous experience in identifying and meeting the needs of customers using your extensive knowledge of Nationwide's products, such as Credit Cards, Personal Loans, General Insurance and Current Accounts. By asking the right questions you’ll highlight the options open to them and explain our products and services in a way they understand.

This is a fast-paced and challenging role that you will find rewarding. As a keen team player, you will contribute to the overall performance of the department.

About you

For this role, you will have/be:

• Relevant customer service experience in addressing the needs of customers through skilful, principle-based sales processes and addressing holistic member needs.
• First-class communication skills and rapport building skills.
• Good PC skills to be able to navigate different systems whilst speaking to customers.
• A great team player with a good work ethic and the ability to be part of building a solid relationship with our members.
• Experience in customer-facing roles with a focus on service excellence and relationship building whilst delivering fair outcomes across a specific product range.
• The ability to solve customer queries and complaints at first point of contact, within personal authorisation limits by applying product/process knowledge and using available tools.
• Able to identify and respond to customer vulnerability and risks.
• A suitable environment to work from home during the hours listed above.

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:

• 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. 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.