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- Tasks: Lead improvements in customer service and productivity through innovative technology solutions.
- Company: Join Nationwide, a leading financial services provider with a strong commitment to customer care.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: 12-month fixed-term contract with excellent career development opportunities.
- Why this job: Make a real impact on customer satisfaction while working in a dynamic team environment.
- Qualifications: Experience in data analysis and a passion for enhancing customer service.
The predicted salary is between 40000 - 50000 £ per year.
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 technology to deliver best-in-class Collections and Recoveries performance through great customer service, in a cost-efficient manner. This is a 12-month Fixed Term Contract. 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 spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at our Northampton office.
If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
Responsibilities
What you'll be doing: 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 introduce and embed new technologies across Collections and 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. You will also configure and support bespoke, specialist systems to deliver over 3 million outbound contact attempts per year to Collections and Recoveries members, ensuring all attempts adhere to regulatory requirements.
Senior Contact Strategy Analyst | Northampton, UK employer: Nationwide
Contact Detail:
Nationwide Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Contact Strategy Analyst | Northampton, UK
✨Tip Number 1
Network like a pro! Reach out to current employees at Nationwide or in similar roles on LinkedIn. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by researching the latest trends in Collections and Recoveries. Show us you’re not just a candidate, but someone who’s genuinely interested in making a difference in the industry.
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. We want to hear about your past experiences and how they’ve shaped you into the perfect fit for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team!
We think you need these skills to ace Senior Contact Strategy Analyst | Northampton, UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Contact Strategy Analyst role. Highlight relevant experience in collections, recoveries, or technology improvements that align with what we're looking for.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about enhancing customer service and how your skills can contribute to our mission at Nationwide.
Showcase Your Tech Savvy: Since this role involves introducing new technologies, don’t forget to mention any tech skills or experiences you have. We want to see how you can help us drive improvements in our processes!
Apply Early!: We might close the advert earlier if we get a lot of applications, so don’t wait around! Head over to our website and submit your application as soon as you can to avoid missing out.
How to prepare for a job interview at Nationwide
✨Know Your Stuff
Make sure you understand the role of a Senior Contact Strategy Analyst inside and out. Familiarise yourself with Nationwide's Collections and Recoveries function, especially how technology plays a part in enhancing customer service. Brush up on relevant regulations and best practices in the industry to show you're not just a candidate, but a knowledgeable asset.
✨Showcase Your Tech Savvy
Since this role involves introducing and embedding new technologies, be prepared to discuss your experience with tech solutions. Bring examples of how you've improved processes or productivity in previous roles. If you can, highlight any specific systems or tools you've worked with that are relevant to the job.
✨Demonstrate Team Spirit
This position requires collaboration with operational teams and third-party suppliers. Be ready to share examples of how you've successfully worked in teams before. Emphasise your ability to communicate effectively and build relationships, as this will be key in driving improvements across the board.
✨Ask Insightful Questions
Prepare some thoughtful questions about the role and the team dynamics at Nationwide. This shows your genuine interest in the position and helps you gauge if it's the right fit for you. Consider asking about their approach to hybrid working or how they measure success in the Collections and Recoveries function.