Senior Contact Strategy Analyst in Northampton

Working within the Business Support Department in Nationwide’s arrears management function, Collections & Recoveries, we’re looking for an individual to join the Service Delivery Team. This role focuses on enhancing our outbound contact treatments and tools to deliver best in class Collections & Recoveries performance through great customer service. 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 job you will spend at least two days per week, or if part-time you will spend 40% of your working time, based at our Northampton office. Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location, we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role.

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.

• 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

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.

If this role is for you, please click the ‘Apply Now’ button. You will 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.

The hiring manager for this role is Jason Atterbury and the main recruitment contact is Angela Darbar.

The Senior Contact Strategy Analyst will play a leading role in ensuring a best in class, cost efficient service for our members by driving improvements to productivity, service quality, controls and customer satisfaction. You will configure, optimise and support bespoke specialist systems that deliver over 3 million outbound contact attempts per year to Collections & Recoveries members, ensuring all activity adheres to regulatory requirements. You will also introduce and embed new technologies across Collections & Recoveries, working closely with operational teams, technology partners and third-party suppliers to ensure solutions deliver maximum member and business benefit in a highly regulated environment.

For this role, you will have:

• In depth knowledge of Collections & Recoveries processes and systems, including an understanding of day-to-day operational challenges
• Proven experience translating business requirements into clear, actionable deliverables for internal teams and third-party suppliers
• Excellent communication, influencing and listening skills, with a history of managing senior level stakeholder relationships
• Solid understanding of the regulatory bodies and policies relevant to Collections & Recoveries and outbound communication tools (e.g., OFCOM, FCA, ICO, PRA)
• Experience sourcing and extracting data from tools such as Excel, SQL, SAS or PowerBI, and the ability to interpret raw data to produce meaningful reports and data led solutions to business problems

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.