Senior Collector and Negotiator

Role Overview

The Collections & Recoveries department plays a vital role in supporting our customers through difficult and sensitive situations. As Senior Collector and Negotiator, you\’ll speak with our customers respectfully and empathetically to fully understand their circumstances and work through the options available. Using in-depth questioning skills, you will build a great rapport to guide them over the phone to achieve the best mutual outcome. If you\’re a team player, able to work and thrive in a dynamic environment and demonstrate consistent commitment in putting our customers first, then this could be the role for you. We do have part‑time opportunities available, working a minimum of 28 hours per week (the advertised salary would be pro‑rata for part‑time roles). We are happy to consider flexible working approaches to help you perform at your best. The team cover our core business hours between 8am–8pm, working Monday‑Friday and one in three Saturdays. Where you work a Saturday, you’ll get this time back elsewhere in the week. You will work contracted shifts on a rotational basis and will be given 8 weeks\’ notice of your shift pattern. This role is to start in early December. Training for this role is typically for 9 weeks. For your first week of training, you will be required to be on site in Northampton. The training period will require you to work the hours of 9am‑5pm. 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 either be located at your nearest regional hub or office. There will be a need to regularly connect with colleagues for collaboration events in one of our hubs or office sites. This is anticipated to be once a quarter if your nearest to a hub or spend at least two days per week if your nearest to an office, or if part time you’ll spend 40% of your working time at an 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.

Key Responsibilities

Speak with customers respectfully and empathetically, fully understanding their circumstances and guiding them through available options. Use in‑depth questioning skills to build rapport and achieve mutual outcomes. Maintain a customer‑first mindset and prioritise the best outcome for both the customer and the organisation.

Requirements

• Resident and eligible to work in the UK
• Based within a commutable distance from one of our offices or hubs per our hybrid working policy
• Responsible and accountable for keeping our members\’ data safe and secure
• Have access to a dedicated workspace free from all distractions
• Have a private, stable and ideally super‑fast broadband connection

Customer First Behaviours

• 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

Benefits

• 25 days holiday, pro‑rata
• From January 2026, full private medical insurance for all colleagues
• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Access to an annual performance‑related bonus
• Access to training to help you develop and progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance worth 8x your salary
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering per year

Application Process

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. 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 focused around what’s important to us in a member‑facing role at Nationwide. If you pass these online assessments, we’ll then ask you to answer some questions in a video interview within the next 48 hours. 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.