At Customer Resolutions, we’re passionate about delivering exceptional service. We see every interaction not just as a challenge, but as an opportunity – an opportunity to create a brilliant experience, support our customers, and resolve their queries with care and expertise.
As a Specialist Service Consultant, you’ll play a vital role in shaping an exceptional experience for every customer. If you genuinely care about people, love listening, and thrive on solving problems, this could be the perfect role for you. We’re looking for curious, confident individuals who can understand what has happened and work with customers to reach the right outcome – first time, every time. This role is predominantly telephone‑based, providing support to our frontline colleagues as well as directly supporting customers who may require safeguarding assistance. If you have experience in building strong relationships with both colleagues and customers, we’d love to hear from you.
There may be occasions where travel to one of our sites is required as part of your day‑to‑day responsibilities. We will always provide plenty of notice and cover any necessary expenses.
Typical working hours for this role are Monday to Friday, 9am–5pm, with additional Saturday hours from 9am–12:30pm on a rotational basis, for which you will receive time off in lieu.
At Nationwide we offer hybrid working wherever possible and generous access to home working, encouraging collaboration both on‑site and remotely. 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 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.
What you’ll be doing
This is an agile role within Customer Resolutions, meaning you’ll support different areas of Operations as needed. While your primary focus will be on the Safeguarding Data Team, you may also work in areas such as Complaints, Remediation or Customer Data Operations.
In the Safeguarding Data Team, listening is at the heart of what we do. You’ll handle calls received from frontline colleagues, or customers, taking ownership and resolving any issues. That means speaking to them, understanding the situation and resolving their query with care and empathy. Some conversations may be challenging, but you’ll receive excellent training and support to help you succeed.
You’ll be on an inbound telephony line, speaking to our colleagues and customers in real-time and supporting them through sensitive safeguarding issues.
We encourage you to share ideas and help shape the future of our service. When you spot something that could be improved, your voice matters.
About you
- Proven experience in assessing customer needs, interpreting policy, and making informed decisions
- The ability to support colleagues with complex queries
- Strong customer service, telephony, administrative, and IT skills
- Outstanding communication skills, written and verbal, with the ability to handle sensitive situations and provide clear guidance
- Experience thriving in a fast‑paced, changing environment
- Excellent planning and organisational skills to manage multiple priorities
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
Job Info
- Job Identification 3811
- Apply Before 07/02/2026, 10:55 PM
- Locations Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB
