At a Glance
- Tasks: Support vulnerable members through empathetic conversations and problem-solving.
- Company: Join Nationwide, a purpose-driven mutual focused on fairer finances.
- Benefits: Enjoy competitive salary, private medical insurance, and generous pension plans.
- Other info: Flexible working options and a supportive team environment await you.
- Why this job: Make a meaningful impact while helping those in need during tough times.
- Qualifications: Strong customer service skills and experience in Collections & Recoveries preferred.
The predicted salary is between 27500 - 30000 £ per year.
People need our help more than ever. Within our Specialist Support team in our Collections & Recoveries department, you’ll use your empathy, problem solving and knowledge of supporting charities to guide our members with additional support needs through these tricky times, using various communications channels depending on their need. The Specialist Support Team plays a vital role in supporting vulnerable members during these unprecedented times. Bring your enthusiasm for helping and we’ll give you full training.
Strong teamwork is built into the way we do things, so even at home, you’ll have lots of support from friendly colleagues when you need it. We are happy to consider flexible working approaches to help you perform at your best. This is a 12-month secondment opportunity. The working hours for this role can be between 28 and 35 hours. 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, anticipated to be once a quarter.
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.
From 1 July 2026, the minimum salary for this role will be £27,500.
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
At Nationwide, we believe in helping others. We’re looking for people with a positive attitude and a commitment to support our members when they need it most. Your role will be to help our vulnerable members who are having problems meeting repayments and have support needs that require a bespoke, caring, and compassionate approach. This is a telephone-based role that will involve speaking directly with members, showing sensitivity and empathy and resilience to guide our members through what can be difficult and upsetting conversations, ensuring you signpost external support charities where appropriate.
We would love to see people who are member focused, with experience of working within a specialist member service environment, ideally from a Collections & Recoveries background. You’ll need to have:
- Excellent customer service skills, with a core focus on active listening and empathy to support vulnerable customers through challenging times
- Significant experience of assessing and identifying customer requirements and utilising skills to implement appropriate outcomes in line with policy guidance
- Experience of providing specialist support and guidance to colleagues to resolve complex queries
- A strong background in Collections and Recoveries, or a specialist member facing team, in financial services supporting vulnerable customers
- Advanced communication skills, both written and verbal, with the ability to deal with difficult and sensitive Member situations and provide specialist support and guidance
- Experience in working within a fast-paced, challenging environment and the ability to manage change effectively
- Drive and determination to get the right outcome for members who need additional/bespoke support
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.
Senior Case Handler in Northampton employer: Nationwide
At Nationwide, we pride ourselves on being an excellent employer, offering a supportive and collaborative work culture that prioritises the well-being of our employees. With flexible working options, comprehensive training, and a commitment to employee growth, we empower our team members to make a meaningful impact in the lives of our vulnerable customers. Our locations across the UK foster a sense of community, ensuring that you are never alone in your efforts to provide compassionate support.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Case Handler in Northampton
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Senior Case Handler role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for case handlers and practice your responses. Remember, showcasing your empathy and problem-solving skills is key, so think of examples that highlight these traits.
✨Tip Number 3
Don’t forget to follow up! After an interview, shoot a quick thank-you email to express your appreciation. It shows you’re genuinely interested and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team at Nationwide, where we value customer-first behaviours.
We think you need these skills to ace Senior Case Handler in Northampton
Some tips for your application 🫡
Show Your Empathy:In your application, make sure to highlight your empathy and understanding of vulnerable customers. Use examples from your past experiences that demonstrate how you've supported individuals in challenging situations.
Be Clear and Concise:When writing your application, keep it clear and to the point. Avoid jargon and ensure your language is straightforward, reflecting our commitment to honest communication with our members.
Align with Our Values:Make sure to connect your experiences and skills with our customer-first behaviours. Show us how you’ve pushed for better outcomes and how you prioritise customer needs in your previous roles.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets the attention it deserves, so don’t hesitate!
How to prepare for a job interview at Nationwide
✨Understand the Role
Before your interview, take some time to really understand what being a Senior Case Handler involves. Familiarise yourself with the key responsibilities, especially around empathy and problem-solving. This will help you articulate how your experience aligns with the role.
✨Showcase Your Empathy
Since this role requires a compassionate approach, prepare examples from your past experiences where you've successfully supported vulnerable customers. Highlight how you listened actively and provided tailored solutions to their needs.
✨Familiarise Yourself with Customer First Behaviours
Nationwide values its customer first behaviours, so make sure you can discuss how you embody these principles. Think of specific instances where you've demonstrated empathy, honesty, and a drive for improvement in your previous roles.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle sensitive situations. Practice responding to potential challenges you might face as a Senior Case Handler, focusing on your thought process and the outcomes you aim for.
