At Nationwide we openly put our customers at the centre of every decision we make as a business. Every role, no matter what it’s doing, is customer focused. In Customer Resolutions, our focus is on resolving issues for our customers when things go wrong and preventing them from happening again. This could be dealing with a customer complaint, resolving Customer Data issues or remediating our customers when we find we have made a mistake.
We are passionate about giving our customers personalised responses to deliver the best outcomes possible. It is an exciting time to join the team as we embark on streamlining all our customer resolutions controls, bringing in efficiencies to ensure that our customers receive consistently excellent customer experiences through exemplar governance and controls.
We have a great opportunity for an enthusiastic and outcome driven individual, to join the Governance and Reporting team within Customer Resolutions. The role will focus on the integration of Virgin Money complaints operational risks and controls, including identification and monitoring of controls that support our Risk Taxonomy across Customer Resolutions, the management of loss events, support for continuous improvement across the governance estate and the ownership and testing of the Virgin Money controls captured in the Customer Resolutions controls dictionary and the wider Level 4 controls testing. This activity is important as it helps mitigate any conduct risks.
In addition to this, you will help to monitor and track the impact to our operation on the risks brought by third parties that may impact our customers and our ability to provide timely resolution of complaints. You will also support with embedding Customer Resolutions governance requirements into the Virgin Money complaints teams.
We are happy to consider flexible working approaches to help you perform at your best.
The working hours (per week) for this role can be between 30 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 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
This is an important role for Customer Resolutions where you play a pivotal role in monitoring our governance and controls landscape, helping to identify and resolve gaps in our controls to mitigate risks and co-ordinating responses to any requests. You will produce your findings and any associated action plans in a range of recognised formats to be used to educate and inform senior leaders.
You will provide governance and controls insight into our governance meetings, providing this view to the Senior Leadership team on a monthly basis and will also help embed the knowledge of Virgin Money across the wider team.
About you
As a minimum requirement you will have:
- SME knowledge of Virgin Money Products and Systems used in the handling of complaints
- Experience and knowledge of the relevant regulatory and legislative frameworks that impact customer resolutions processes (including the Dispute Resolution Rules, Payment Services Regulations, Frameworks and Vulnerability, Access and inclusion standards)
- A high level of accuracy with excellent attention to detail, alongside confident analytical and investigation skills
- Experience in producing high quality reports, presentations and papers suitable for an executive level audience
- Comfortable writing reports in both word and PowerPoint – And able to analyse data in excel
- Confident communicating with senior stakeholders (both verbally and in writing) to share information or obtain approvals
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 Deb Wilson, and the main recruitment contact is Jemma Ives.
Contact Details:
Nationwide Building Society Recruitment Team
