Customer Care Adviser in Swindon

Two exciting opportunities have arisen to join our Customer Care team as a Customer Care Advisor where you’ll support our most vulnerable customers with their everyday banking needs and make a real difference to the simply brilliant experience they receive. As a Customer Care Advisor, you’ll specialise in supporting our customers who are impacted by changes to our services and need some extra support. You will use your knowledge and expertise to deliver clear, supportive guidance, helping customers understand their options and achieve the best possible outcomes. You’ll also play an important role in maintaining accurate, vulnerable customer records and supporting data quality.

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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

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.

The primary purpose of the Customer Care Advisor role is to deliver a simply brilliant experience to vulnerable customers across every interaction. With a strong knowledge of banking products, general servicing processes, and project-related changes, you will confidently engage with customers, providing clear guidance and support to help them meet their banking needs.

A key responsibility is to engage with customers via outbound and inbound calls, ensuring customers fully understand the options available to them following any change, enabling them to make informed decisions and identify the most suitable path forward. As one of the first human touchpoints following project-driven changes, using your questioning and listening skills to find out about the customer and summarise the situation, keeping to our defined processes as you go and you’ll ensure that our vulnerable customer records are up to date and accurate therefore creating a positive and reassuring experience for customers. You will be accountable for delivering outstanding customer outcomes that set us apart from competitors, while working collaboratively with colleagues across the Customer Care team and wider business areas. Operating with a strong focus on policy and process adherence, you will ensure fair and appropriate outcomes, efficiently handling a range of customer enquiries at the first point of contact.

For this role, you will have:

• Experience within a customer service position
• Empathy to allow you to feel what the customer feels, with a caring, positive attitude and a genuine desire to exceed our customers’ expectations
• Excellent communication and listening skills with the ability to deliver a simply brilliant experience
• The desire to speak with, and actively assist customers
• A mindset to push for better, asking questions and negotiating to deliver the best solution

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.

The extras you’ll get:

• 25 days holiday, pro rata
• 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

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.

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.