People need our help more than ever, within our Specialist Support team in our Collections & Recoveries department you’ll use your empathy, problem solving and knowledge of supporting charities to guide our members with additional support needs through these tricky times, using various communications channels depending on their need.
The Specialist Support Team within our Collections & Recoveries department plays a vital role in supporting vulnerable members during these unprecedented times.
Bring your enthusiasm for helping and we’ll give you full training. Strong teamwork is built into the way we do things so, even at home, you’ll have lots of support from friendly colleagues when you need it.
We are happy to consider flexible working approaches to help you perform at your best.
This is a 12-month secondment opportunity.
The working hours (per week) for this role can be between 28 and 35 hours.
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 office sites. This is anticipated to be once a quarter. If your application is successful, your hiring manager will provide further details on how this works.
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.
More rewarding. From 1 July 2026, the minimum salary for this role will be £27,500.
Responsibilities
What you’ll be doing
At Nationwide, we believe in helping others. That’s where you come in. We’re looking for people with a positive attitude and a commitment to support our members when they need it most.
Your role will be to help our vulnerable members who are having problems meeting repayments and have support needs that require a bespoke, caring, and compassionate approach.
This is a telephone-based role that will involve speaking directly with members showing sensitivity and empathy and resilience to guide our members through what can be difficult and upsetting conversations., ensuring you signpost external support charities where appropriate.
About you
We would love to see people who are member focused, with an experience of working within a specialist member service environment, ideally from a Collections & Recoveries background.
You’ll need to have:
- Excellent customer service skills, with a core focus on active listening and empathy to support vulnerable customers through challenging times
- Significant experience of assessing and identifying customer requirements and utilising skills to implement appropriate outcomes in line with policy guidance
- Experience of providing specialist support and guidance to colleagues to resolve complex queries
- A strong background in Collections and Recoveries, or a specialist member facing team, in financial services supporting vulnerable customers
- Advanced communication skills, both written and verbal, with the ability to deal with difficult and sensitive Member situations and provide specialist support and guidance
- Experience in working within a fast-paced, challenging environment and the ability to manage change effectively
- Drive and determination to get the right outcome for members who need additional/bespoke support
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 Emma Dennison, and the main recruitment contact is Lina Dzigele.
Contact Details:
Nationwide Building Society Recruitment Team
