Specialist Service Consultant

At Customer Resolutions, we’re passionate about delivering a brilliant service. Every complaint is more than a challenge, it’s an opportunity to learn, improve, and make things right for our customers. When something goes wrong, we put it right. And when we see an opportunity to prevent it happening again, we take it! 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. We are currently recruiting UK wide for our next induction dates of 16th February and 9th March. Although we are recruiting for our primary site locations, we would also welcome applications from talented colleagues who work remotely and require the support of a hybrid exception.

If you are internal and have experience handling complaints within the 3-business day process, we’d love to hear from you. The initial training will last 3 weeks. It’s essential to ensure you are set up for success, so no time off will be permitted during this time. Whether you’re new to Customer Resolutions or bring experience, this training is key to your development so this phase will include 4 face-to-face days per week at designated locations. Expenses will be covered if travel is required. Travel to one of our sites may also be required during your day-to-day role, but we’ll always provide plenty of notice and will again cover any necessary expenses.

Typical working hours for this role are 9am-5pm, Monday to Friday but we are happy to consider flexible working approaches to help you perform at your best. 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 one of our offices in London, Bournemouth, Swindon, Northampton, Sheffield, Wakefield or Dunfermline.

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.

The extras you’ll get include:

• From January 2026, all Nationwide colleagues will benefit from 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.

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. Once we’ve received your application successfully, we will invite you to the first stage; our online assessments! Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focussed around what’s important to us in a member facing role at Nationwide. In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what it’s like to work here at Nationwide. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

This is an agile role within Customer Resolutions, meaning you’ll support different areas of Operations as needed. While your primary focus will be Complaints Handling, you may also work in areas such as Training & Competency or Customer Data Operations. In Complaints Operations, listening is at the heart of what we do. You’ll handle complaints received through multiple channels, phone, webchat, or in branch and take ownership of resolving them. That means speaking to the customer, investigating the issue, understanding the customer’s experience, and making fair, informed decisions. Some conversations may be challenging, but you’ll receive excellent training and support to help you succeed. You’ll manage your own worklist, prioritising effectively to meet regulatory timescales. With multiple cases on the go, strong organisational skills are essential. 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.

As a minimum requirement you’ll have:

• Proven experience in assessing customer needs, interpreting policy, and making informed decisions
• The ability to support colleagues with complex queries
• Experience of financial services complaint handling, or complaint handling in another regulated industry
• 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

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.