At Customer Resolutions, we’re passionate about delivering exceptional service. We see every interaction not just as a challenge, but as an opportunity - an opportunity to create a brilliant experience, support our customers, and resolve their queries with care and expertise.
As a Specialist Service Consultant, you’ll play a vital role in shaping an exceptional experience for every customer. If you genuinely care about people, love listening, and thrive on solving problems, this could be the perfect role for you. We’re looking for curious, confident individuals who can understand what has happened and work with customers to reach the right outcome - first time, every time. This role is predominantly telephone‑based, providing support to our frontline colleagues as well as directly supporting customers who may require safeguarding assistance. If you have experience in building strong relationships with both colleagues and customers, we’d love to hear from you.
There may be occasions where travel to one of our sites is required as part of your day‑to‑day responsibilities. We will always provide plenty of notice and cover any necessary expenses.
Typical working hours for this role are Monday to Friday, 9am–5pm, with additional Saturday hours from 9am–12:30pm on a rotational basis, for which you will receive time off in lieu.
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. Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.
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.
More rewarding. From 1 July 2026, the minimum salary for this role will be £27,500.
Responsibilities
What you’ll be doing
This is an agile role within Customer Resolutions, meaning you’ll support different areas of Operations as needed. While your primary focus will be on the Safeguarding Data Team, you may also work in areas such as Complaints, Remediation or Customer Data Operations.
In the Safeguarding Data Team, listening is at the heart of what we do. You’ll handle calls received from frontline colleagues, or customers, taking ownership and resolving any issues. That means speaking to them, understanding the situation and resolving their query with care and empathy. Some conversations may be challenging, but you’ll receive excellent training and support to help you succeed.
You’ll be on an inbound telephony line, speaking to our colleagues and customers in real-time and supporting them through sensitive safeguarding issues.
We encourage you to share ideas and help shape the future of our service. When you spot something that could be improved, your voice matters.
About you
As a minimum requirement, you’ll have:
- Proven experience in assessing customer needs, interpreting policy, and making informed decisions
- The ability to support colleagues with complex queries
- Strong customer service, telephony, administrative, and IT skills
- Outstanding communication skills, written and verbal, with the ability to handle sensitive situations and provide clear guidance
- Experience thriving in a fast-paced, changing environment
- Excellent planning and organisational skills to manage multiple priorities
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.
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.
Contact Details:
Nationwide Building Society Recruitment Team
