As a Lead Analyst within the ATM & Cash Service Desk team, based at Nationwide House in Swindon, you will play a critical role in proactively and reactively monitoring and identifying ATM and cash incidents that could impact branch network operations and customer service.
You will manage critical operational issues that could impact service availability and customer experience. This includes addressing high-priority incidents, coordinating with suppliers, and ensuring resources are allocated effectively to minimise disruption. Your focus will be on preventing issues where possible and restoring services quickly under time-sensitive conditions.
Operating in a high-pressure environment, you will remain calm and focused while resolving complex operational challenges. This includes coordinating urgent responses, managing risks, and ensuring continuity of critical services. Your ability to think clearly under pressure and deliver swift, effective solutions will be key to success in this role.
We are happy to consider flexible working approaches to help you perform at your best.
The shift pattern is as follws:
Week 1 Monday to Friday 08:30-16:30
Week 2 Monday to Friday 08:30-15:00
Week 2 Monday to Friday 09:00-17:00 & Saturday 08:30-13:30
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
What you’ll be doing
In this role, you will be responsible for coordinating ATM and cash-related incidents to minimise the impact on Nationwide’s reputation, customer experience, and industry compliance.
You will lead effective incident and supplier management activities to restore service levels promptly, while analysing performance data to identify trends and recommend improvements for continuous enhancement. Your responsibilities include allocating resources efficiently to meet demand, managing ad hoc work streams, and delivering training sessions to boost team performance.
You will implement solutions that meet agreed timeframes and quality standards, ensuring customer satisfaction and delivering a best-in-class experience. Collaboration will be key as you work closely with colleagues and suppliers to resolve incidents and protect critical business and customer-facing services. Additionally, you will take ownership of all incidents and complaints, providing timely updates to the Team Manager, and proactively identifying opportunities to improve service levels and reduce costs. Compliance with established processes and published knowledge articles will be essential throughout your work.
About you
You will have experience with:
- Have specific skill in Service Now, Vision, Base 24 and iCOm
- Experience working with an ATM platform
- Have experience with customer service
- Excellent written and verbal communication skills with a wide range of stakeholders
- Have the ability to explain technical information across a business function
- Have experience of working across time pressured situations
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 Kay Bullimore and the main recruitment contact is Nathan Richens.
Service Analyst (Lead) in Swindon employer: Nationwide Building Society
At Nationwide, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation within our Strategic Finance team. Located in Yorkshire and the North-East, we provide flexible working arrangements, competitive benefits, and ample opportunities for professional growth, ensuring that our employees feel valued and empowered to make a meaningful impact in corporate banking.
Contact Details:
Nationwide Building Society Recruitment Team
