We are looking for an individual that has a passion for people and puts them at the heart of everything they do. You will possess excellent organisational skills, working off your own initiative and prioritising your workload. You will have a good understanding of mortgage processes and procedures, as well as confident analytical and problem-solving skills. You will be an individual who always demonstrates customer first behaviours and a will to support, nurture, and encourage colleagues to perform at their best.
Are you a willing individual looking to move into a role which allows you to work closely with your peers, offering coaching and training when required whilst maintaining a level of productivity meeting business needs? You should be able to demonstrate an ability to maintain high-quality standards and an awareness of responsible lending and delivering fair customer outcomes.
This is a 12 month secondment opportunity.
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 assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. 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.
Responsibilities
What you’ll be doing
As a Team Senior Advisor you will be a focal point within your respective team to support your colleagues in delivering outstanding service in line with Customer First Behaviours and our Strategic Drivers.
You will support your team leader and colleagues to create a high-performing team that is focused on continual improvement. Using your extensive knowledge, you’ll identify areas for improvement and develop guidance/training material to improve our processes.
You will be required to deputise/support your team leader in their absence, liaising with senior leadership where required.
Additionally, you will assist in creating team plans to manage resource and ensure SLAs are met. You’ll also be supporting your colleagues through continual training, coaching, and mentoring along with providing quality accreditation support where required. As part of this, you will be upskilled to conduct observations through the EDS (Encrypted Data Store) Lite scheme.
About you
The minimum requirements for this role are:
Having working knowledge of the UK mortgage market
Excellent interpersonal skills with the ability to deliver direct feedback through both 1-2-1 and group coaching/training sessions
A wide support network to help drive forward change/continuous improvement within the department
The ability to take ownership of cases and understand when to take accountable freedom when making a decision
A clear member focus, effectively building relationships with colleagues & stakeholders along with landlords and intermediaries
Effective time management and ability to manage personal workload
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 Tom Godwin, and the main recruitment contact is Jemma Ives.
Contact Details:
Nationwide Building Society Recruitment Team
