At a Glance
- Tasks: Support customers facing financial difficulties with empathy and practical solutions.
- Company: Join Nationwide, a purpose-driven mutual bank focused on customer care.
- Benefits: Enjoy private medical insurance, competitive pension, and paid volunteering days.
- Other info: Hybrid working model with opportunities for career growth and recognition.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong listening, communication, and problem-solving skills are essential.
The predicted salary is between 24833 - 30351 £ per year.
At Nationwide, we know that financial difficulties can happen to anyone. When our customers need us most, our Financial Care Team is there to provide support, guidance and practical solutions. We're looking for compassionate, curious and resilient individuals to join our frontline telephony team.
This is a role where listening matters. Every conversation is an opportunity to understand a customer's circumstances, build trust and help them find a way forward. If you're someone who enjoys helping people, asking the right questions, and finding solutions that genuinely make a difference, this could be the perfect role for you.
In this role you will be working 35 hours per week, and your shifts will be between the hours of 8am - 7pm, Monday to Friday.
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 Glasgow, Gosforth or Leeds site approximately once per month. 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.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
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
As a Customer Support Associate within our Financial Care Team, you'll support customers who may be experiencing financial difficulty and who are struggling to meet their monthly commitments. Through sensitive and often challenging conversations, you'll take the time to understand each customer's individual circumstances and identify the most appropriate support available.
This is a highly customer-focused telephone role. You'll spend much of your day speaking directly with customers, so exceptional listening skills, empathy and the ability to build rapport quickly are essential. Often, what makes the biggest difference is not just what you say, but how well you listen.
Working within a regulated environment, you'll balance customer care with responsible decision-making, ensuring every customer receives fair and appropriate support.
What we are looking for:
- Outstanding listening skills with the ability to understand the full picture before reaching a solution
- Excellent verbal communication skills and the confidence to have sensitive conversations over the telephone
- Strong problem-solving and decision-making abilities
- Genuine empathy and a passion for helping customers through difficult situations
- Resilience and emotional intelligence when dealing with challenging circumstances
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
- Say it straight
- Push for better
- Get it done
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
Customer Support Associate (Financial Care Team) in Leeds employer: Nationwide
As a leading employer in the banking sector, we offer a dynamic work environment that fosters collaboration and innovation. Our commitment to employee growth is evident through tailored development programmes and a supportive hybrid working model, allowing you to balance your professional and personal life effectively. Join us to be part of a high-performing team dedicated to enhancing customer experiences while driving operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Associate (Financial Care Team) in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nationwide. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nationwide before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Associate (Financial Care Team) in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nationwide:Your cover letter is your chance to shine! Tell us why you want to work at Nationwide specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nationwide!
How to prepare for a job interview at Nationwide
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
