Service Specialist in Swindon

Description

We're looking for a proactive and enthusiastic Service Specialist to join our team. This is a varied role that combines service management, supplier engagement, financial administration, reporting, and operational support.

No two days are the same. One day you could be analysing service usage reports and validating invoices, and the next you could be supporting supplier reviews, coordinating meetings, responding to colleague enquiries, or helping to improve service performance.

This role would suit someone who enjoys working with data, building relationships, solving problems, and keeping processes running smoothly.

We are happy to consider flexible working approaches to help you perform at your best.

This is a 12-month secondment opportunity.

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 Swindon 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.

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

What you’ll be doing

This role plays a key part in supporting the effective management of IT services and supplier relationships. You will monitor and track service incidents to ensure they are updated and resolved in a timely manner, while supporting regular service reviews with suppliers and internal stakeholders. The position also involves producing customer satisfaction reports, providing insights to drive service improvements, and assisting with Quarterly Business Reviews (QBRs) and Monthly Service Reviews (MSRs). In addition, you will prepare presentation materials and reporting packs for supplier meetings, helping to ensure governance and performance management across service providers.

You will be responsible for gathering, analysing and reporting on service usage data across telecoms, retail services and managed print solutions. By identifying trends, unusual charges and potential cost-saving opportunities, you will help the business maximise value from its services.

About you

As a minimum requirement, you’ll have:

• Good communication skills, both written and verbal
• Comfortable working with spreadsheets, reports, and data
• Ability to build effective relationships with suppliers and colleagues
• Confidence managing multiple priorities in a busy environment
• Experience working in service operations, supplier management, administration, or customer support
• Knowledge of IT service management processes
• Experience with ServiceNow, Microsoft Excel, Teams, Coupa, or similar business systems

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.

The hiring manager for this role is Scott Nisbet, and the main recruitment contact is Ashley Dodds.