Business Support Consultant

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.

In your role as Business Support Consultant, you will be supporting our operation with risk identification and controls mapping. Supporting the mobilisation of new remediations and looking at continuous improvement in a way that best serves our colleagues and customers. You will act as the subject matter expert with key stakeholders across the business to ensure operational needs are understood for all working practices and procedures.

This is a 12 month secondment opportunity.

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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Wakefield, Gosforth or Northampton site approximately once per quarter. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. 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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

• 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.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support .

Banking - but fairer, more rewarding, and for the good of society

What you’ll be doing

You will be responsible for shaping, co-ordinating and embedding local risk and controls approaches across Customer Resolutions. This includes identifying where local controls are needed, documenting and mapping them clearly, and ensuring they are proportionate, effective and embedded into day-to-day activity. You will need to have an in-depth knowledge of virgin systems and processes. You will also need to understand controls for data and system builds, including making sure requirements are clearly written, risks are understood, control points are built in from the outset, and appropriate checks, reconciliations and evidence are in place to support safe delivery.

You will also support controls readiness activity, helping to define what needs to be checked, how exceptions are managed, and how outcomes are monitored and reported. Working closely with operational teams , remediation teams and stakeholders across the business. You will help translate control needs into clear requirements, challenge where controls or process steps are unclear or inefficient.

This role has regular engagement with senior leadership and executives, so a high standard of business writing, verbal communication and influencing is crucial. You will need to provide clear updates, recommendations and insight on control readiness, operational risks, ensuring stakeholders are aligned and activity is delivered to agreed timescales and standards.

About you

The minimum requirements for the role are:

• A detailed understanding of risk management and effective controls
• Knowledge of Virgin systems and processes
• Excellent collaborating and team working skills, with the ability to work with a range of stakeholders across the business
• Experience of shaping and driving change and efficiencies across our deliverables
• Ability to facilitate and present information to a variety of audiences, and to influence at all levels (both verbally and in writing)
• Proven experience in the successful management and delivery of medium to large scale projects
• Experience in producing high quality reports, presentations and papers suitable for an executive audience

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.

Job Info

• Job Identification 5260
• Apply Before 10/05/2026, 11:00 PM
• Locations 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB Jubilee House, Newcastle, NE3 4PL, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB

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