Controls Assessor in Northampton

An exciting opportunity has arisen to join our Quality Checking team as a Controls Assessor. This is a varied and rewarding role where you'll play a vital part in ensuring the Society delivers the right outcomes for our customers while protecting the business through robust quality checking and control processes.

Working within a supportive and collaborative team, you'll undertake quality checks and assess the work completed by our operational and offshore partners, ensuring policies, procedures and controls are followed effectively. You'll provide constructive feedback, identify opportunities for improvement, and help drive high standards across our support operations.

The Quality Checking team sits within Retail Support and provides first-line quality assurance across our operational teams. Our teams support some of our most vulnerable customers and help protect the Society by minimising business losses. We work with customers through a variety of circumstances.

This role offers excellent variety, combining quality assurance activities with data analysis, training support, process improvement and stakeholder engagement. We are happy to consider flexible working approaches to help you perform at your best. This is a 12-month secondment opportunity. At Nationwide we offer hybrid working wherever possible.

Responsibilities:

• Complete quality checks across a range of Support processes, including reviewing customer interactions and carrying out "check the checker" activities.
• Assess adherence to policies, procedures and regulatory requirements to ensure good customer outcomes, while accurately recording quality results and providing clear, actionable feedback.
• Identify trends, risks and opportunities for process improvement, loading and managing work samples for review, and completing management information (MI) reporting, data analysis and data reconciliation to maintain accurate records.
• Support training and coaching activities for offshore partners and build strong relationships with both operational and offshore colleagues.
• Contribute to continuous improvement initiatives that enhance customer experience and operational effectiveness.
• Manage workload effectively to ensure service level agreements are met and quality targets are consistently achieved.

About you:

• Experience operationally within Support (Collections & recoveries/POA/SST or Bereavement) or in a quality checking or Quality Assurance environment.
• Confidently able to make sound, evidence-based decisions and communicate them (both verbally and in writing).
• Proven skills in Microsoft Office, particularly Excel and Word.
• Ability to manage competing priorities and plan effectively.
• The ability to work independently while contributing positively to team objectives.
• A proactive mindset with a focus on continuous improvement.

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.

The extras you’ll get:

• 25 days holiday, pro rata.
• 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.

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.

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.