Supplier Operations Advisor in Northampton

We’re looking for a dedicated individual to join the Operations Teams within Supplier Management. As a Supplier Operations Advisor, within the Probate and Insolvency Team you will be liaising with 3rd party suppliers to ensure we accurately update our systems, giving both customers and suppliers appropriate guidance. Within the team there is a range of tasks across Deceased, Insolvency and Debt Respite Breathing Space.

Providing high-quality telephone and admin support to both internal and external stakeholders, including third-party suppliers. In this dynamic role, you’ll also have the opportunity to contribute to business-wide projects aimed at improving processes and efficiencies, whilst consistently meeting performance objectives and quality standards. This role will be customer-focused, delivering high-quality telephone and administration support across a wide range of internal departments including Collections & Recoveries, Complaints Teams, and our branch network as well as a broad range of external third-party suppliers.

You will be at the heart of customer journeys, providing clear, consistent communication through multiple channels including phone, written correspondence, mailboxes and portals. You’ll play a key part in improving processes and efficiencies across the business, while ensuring every customer, including our third-party suppliers receive timely, informed support.

The working hours (35 hours per week) for this role are 9am to 5pm Monday to Friday. 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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Swindon, Northampton, Bournemouth or Glasgow site approximately once per week.

If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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.

Responsibilities

As a Supplier Operations Advisor, within the Probate and Insolvency Team you will be liaising with 3rd party suppliers to ensure we accurately update our systems, giving both customers and suppliers appropriate guidance. Within the team there is a range of tasks across Deceased, Insolvency and Debt Respite Breathing Space. Across the deceased side this will be working in conjunction with our specialist probate partner to provide them with the correct customer and personal representative information, attending to queries that may come in. On Insolvency there is a broad range of different Insolvency options that require good attention to detail to ensure they are progressed and reviewed correctly. Debt Respite Breathing Space also forms some part of this as a way to support customers in financial difficulty.

Whilst the majority of your workload will be admin tasks, you will be required to talk to our customers, should they call in, the main volume of calls you would be supporting with queries or arranging refunds when funds are paid into an insolvent account. It is a crucial time for us to deliver excellent service, even in difficult circumstances.

Acting as a subject matter expert, you’ll provide guidance to colleagues regarding the supplier network and play an active role in fostering a culture of continuous improvement through team engagement and idea generation. Maintaining up-to-date product and system knowledge will be essential to performing effectively in this role.

About you

• Familiarity and experience of Nationwide lending products (including Credit Cards) and Collections and Recoveries systems and processes
• Excellent written and verbal communication skills with ability to interact with others
• Telephone experience
• PC literate with experience in the use of both MS Office and other Windows applications
• Good communication skills are essential with the ability to explain matters to customers in a clear and jargon-free way
• Possess decision making skills that act in the best interest of customers and Nationwide
• Ability to identify issues, conduct root cause analysis, and effective action planning to address
• Ability to self-motivate and thrive under pressure whilst maintaining accuracy and service standards
• Ability to plan and prioritise workload to meet agreed service standards

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.

Qualifications

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 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

Banking – but fairer, more rewarding, and for the good of society

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.

What to do next

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. Keeping your data and personal information confidential is important to us.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. 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. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

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