Overview
In this Service Consultant role, you act as a trusted contact for vulnerable members, families, and colleagues, providing clear guidance and empathetic support. You work across systems to connect customers with specialists or trusted external resources, ensuring they feel heard and reassured. The role blends frontline member support with collaboration across Nationwide’s teams to improve outcomes. You will contribute to a mission-driven, customer-first culture that prioritizes safety and confidence for members.
Pay / Benefits
- 25 days holiday, pro rata
- Private medical insurance
- Competitive pension
- Annual performance-related bonus
- Training and development
- Salary sacrifice benefits
Responsibilities
- Act as first point of contact for vulnerable callers and provide empathetic listening and clear communication
- Maintain working knowledge of the Specialist Support process and available services
- Escalate issues through appropriate channels when needed and guide members to appropriate resources
- Support colleagues by adapting communication style to individual needs and circumstances
- Deliver outcomes focused on customer safety, confidence, and overall well-being
- Contribute to a positive, customer-first service culture and collaborative problem-solving
Key requirements
- Empathy in sensitive situations with a focus on achieving the best outcomes for customers
- Background in customer service or telephony
- Understanding of internal processes and escalation channels
- Proactive, able to make key decisions under pressure and escalate when appropriate
- Solution-driven, accountable, and able to deliver excellent customer outcomes
- Ability to embody customer-first behaviors in daily work
- Empathy
- Adaptability
- Proactivity
- Clear communication
- Telephony experience
- Knowledge of internal processes and escalation channels
Service Consultant in Swindon employer: Nationwide Building Society
At Nationwide, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and development. With flexible working options, competitive benefits including private medical insurance and a strong pension plan, and a commitment to recognising and celebrating achievements, we empower our team members to thrive both personally and professionally. Our Glasgow office fosters collaboration and innovation, making it an ideal environment for those looking to make a meaningful impact in the financial services sector.
Contact Details:
Nationwide Building Society Recruitment Team
