Service Analyst (Core) in Swindon

An exciting opportunity has become available within the ATM & Cash Operations team. We are looking for an ATM Service Desk Analyst to join our customer-focused, high-performing Service Desk Team. As an ATM Service Desk Analyst, you will be acting as a first point of contact for our retail colleagues by assisting them with ATM and Cash related incidents. You will have the accountability to identify and resolve incidents that have the potential to impact service to the branch network and our customers.

You will be working in an operational environment, where tasks need to be completed to ensure service is restored in the shortest time possible. The ability to remain calm and focused at all times is essential. Joining the ATM & Cash Operations team means stepping into a lively environment where your work directly impacts the service we provide to our branches and customers. You’ll be part of a supportive, high-performing team that thrives on collaboration, problem-solving, and delivering excellent service.

This is a fantastic opportunity to build your career in a role that offers variety, challenge, and the chance to make a real difference every day. Whether you're resolving incidents or improving processes, your contributions will be valued - and you'll be supported every step of the way.

This role is a full-time position with the following working pattern:

• Week 1: 08.30-15.00 (30 hours)
• Week 2: 08.30-16.30 (35 hours)
• Week 3: 09.00-17.00 + 08.30-13.30 Saturday (40 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 spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at our Swindon 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.

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

You will have responsibility for the coordination of ATM and Cash incidents in order to reduce the impact to Nationwide’s reputation, customers and industry compliance. You will implement solutions to customer satisfaction within agreed time-scales and quality standards, enhancing customer interaction through offering a best in class customer experience.

You will be working collaboratively with colleagues across the business and the supply chain during the resolution of incidents to minimise any impact to critical business and customer-facing services. You will take ownership and accountability for all incidents and provide regular updates to the Team Manager in the event of any interruption to service.

You will be responsible for identifying and recommending opportunities for increasing service levels and cost prevention. You will be reviewing performance data and providing recommendations to contribute to continuous improvement service programmes. You will demonstrate awareness of and comply with processes and procedures set out within the published knowledge articles.

About you

As a minimum requirement, you will:

• Have a customer service focused attitude
• Have excellent written and verbal communication skills
• Have excellent PC skills
• Have the ability to build relationships with customers and stakeholders
• Have a logical mindset with a strong attention to detail
• Have a high degree of personal motivation and willingness to develop
• Have drive, enthusiasm and a desire to work in an evolving organisation
• Have the ability to work under tight time pressure
• Have the ability to explain technical information in business terms

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.