Specialist Service Consultant in Swindon

At Nationwide, we put our 15 million 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 we put things right when they go wrong for our customers and learn from this insight to stop issues happening again. We’re a specialist area focused on resolving complaints, remediating incidents and operating customer data processes.

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 located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be monthly at one of our regional offices.

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

You will support the mobilisation of new remediations across customer remediation operations, focusing on operational readiness activities. This will require sharing knowledge, learning from successes and failures, and working collaboratively with our colleagues and stakeholders across the wider business to help shape and improve processes. You will use strong analytical skills to establish relevant and appropriate ways of working in a highly regulated environment.

You will be responsible for the creation of operational support documents such as process guides. In addition to mobilising new remediations you will also be integral in providing the operations team with ongoing support through a range of activities: using your expertise to support training rollouts, query support, providing input in operational support meetings and where required one-to-one support with individuals.

This role has regular engagement with a range of stakeholders, so a high standard of business writing and verbal communications to ensure all stakeholders are aligned and guidance is clear and easy to use. You'll also play a crucial part in the completion of User Acceptance Testing (UAT) Tooling and Global Process testing as required, providing feedback to enhance process and operating procedures prior to a project going live. Due to the fast-paced nature of our environment you will also be expected to lean in and support operational activities where there is a business need providing best-in-class, first-time resolutions to customers, via all contact channels, through actively managing case reviews, escalated enquiries, and/or complaints.

About you

The minimum requirements for this role are:

• You must have Virgin Money product and process experience, and extensive systems knowledge
• The ability to provide first-class customer service
• Strong telephony skills
• Problem-solving experience and a solution-focused mindset
• The ability to challenge constructively to ensure the right outcome is achieved, and processes are fit for purpose
• Good written skills to ensure process guides and supporting documents are clear and easy to use
• Someone who takes ownership of their own work stack, balancing different priorities and completing tasks within timeframes agreed and proactively escalating any blockers or support needed
• The ability to identify and callout potential risks
• Someone who proactively seeks feedback and owns personal development

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 Megan Stirland, and the main recruitment contact is Jemma Ives.