Contact Centre Consultant

Our Customer Service Consultants work hard taking calls to support our customers with navigating the energetic world of banking, providing expert guidance and support, 7 days a week 8am-8pm. As a Customer Service Consultant at Nationwide, you will be part of our Contact Centre Teams providing expert guidance and support to customers by solving complex financial queries, turning challenges into opportunities for customer satisfaction and ensuring every call is a chance to showcase your banking prowess.

You’ll be working 35 hours per week, between the hours of 8am-8pm, Monday to Sunday, with shift patterns typically based on a 3‑week rotation of early, mid and late shifts. You will also need to be available to work weekends and bank holidays. You will be required onsite for the first 4 weeks during your initial training. Due to the structured training programme, no holiday can be taken within the first 6 weeks of your start date.

At Nationwide we offer hybrid working wherever possible, bringing colleagues together across our UK‑wide estate while also supporting generous access to home working. For this job you’ll spend at least two days per week, or if part time 40% of your working time, based at our Swindon office.

The extras you’ll get:

• 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

What you’ll be doing:

As a Customer Service Consultant, you will build meaningful relationships with customers, becoming their trusted support in the labyrinth of financial services. Joining our team, you will experience the thrill of working in a sector that’s constantly evolving, with new technologies and trends to conquer, allowing you to stay ahead of the curve by mastering the latest banking products and regulations. You’ll embrace the challenge of meeting our goals, with the satisfaction of knowing you’re helping to shape the future of banking.

At Nationwide we help you build a career, not just a job. There are so many ways that you can develop, progress, and contribute to our success from learning and growing. From being open to trying new things through secondments or taking on a different or broader role which develops new skills. Many of our contact‑centre colleagues progress into other roles, taking their new skills to support our customers in the moments that matter most to them.

About you:

You might already be from a Customer Service background, but even if you are not and are looking for a change in career where you can make a real difference and provide our customers with simply brilliant service, then this opportunity is for you! We’ll give you all the training you need to set you up for a successful journey with us in this highly rewarding role.

For this role, you will need:

• Strong empathy and resilience, excellent communication, and flexibility to effectively interact with customers and resolve their issues
• The ability to quickly identify and resolve customer issues, often requiring critical thinking and the use of available resources
• A customer‑centric approach – prioritising customer satisfaction by actively listening, providing efficient solutions, and ensuring a positive customer experience
• Proficiency in using various software applications and handling digital communication efficiently is crucial for managing customer interactions and administrative tasks
• Great knowledge retention about our products and services to provide accurate and helpful support
• To be a flexible team player, playing your part in the wider team to meet customer needs

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.