As a Senior Customer Administrator your main activities will centre on providing first class service to our customers across various internal systems. You will be responsible for ensuring that all administrative tasks are completed to the highest standard and will respond to correspondence in an empathetic manner. This role requires Mon-Fri 9am-5pm 35 hours per week schedule.
On a day-to-day basis, your main responsibility will be communicating with bereaved family members and solicitors over the phone, by email and by letter. You will own these cases end to end, helping them through the journey from notification all the way to the redemption of the mortgage. You will function as the primary point of contact for member’s experiencing bereavement. You will be empathetic, listening and emotionally supporting the members. Assessing their needs and developing a tailored support plan.
You will gain a wide knowledge on all aspects of the business to ensure the personal representatives and solicitors you speak to have all the information they need. You will also have the opportunity to learn the Power of Attorney process while working within the Bereavement team, this process deals with some of our most vulnerable customers.
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 hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be a minimum of once per quarter in either our London, Swindon, Northampton, Manchester, Bournemouth Dunfermline, Wakefield or Sheffield 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.
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.
What you’ll be doing
As a Senior Customer Administrator your main activities will centre on providing first class service to our customers across various internal systems. You will be responsible for ensuring that all administrative tasks are completed to the highest standard and will respond to correspondence in an empathetic manner.
On a day-to-day basis, your main responsibility will be communicating with bereaved family members and solicitors over the phone, by email and by letter. You will own these cases end to end, helping them through the journey from notification all the way to the redemption of the mortgage. You will function as the primary point of contact for member’s experiencing bereavement. You will be empathetic, listening and emotionally supporting the members. Assessing their needs and developing a tailored support plan.
You will gain a wide knowledge on all aspects of the business to ensure the personal representatives and solicitors you speak to have all the information they need. You will also have the opportunity to learn the Power of Attorney process while working within the Bereavement team, this process deals with some of our most vulnerable customers.
About you
The minimum criteria for this role is:
* You'll have experience of making outbound calls to members, their families and Solicitors
* You'll have experience of managing your own caseload from end to end
* You're able to work successfully independently as well as alongside colleagues to gain the right collective decision
* You are empathetic and compassionate and can demonstrate a time you have gone beyond for a customer.
* Have excellent written and verbal communications skills being able to keep customers up to date with their cases and sign post next steps.
* You can evidence where you have prioritised workloads to see tasks through to a successful conclusion.
* You can remain calm and professional in high stress situations having a proven record of offering the best customer service and support.
* Have experience of preparing reports and summaries for management regarding case trends and member feedback.
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
There are all sorts of employee benefits available at Nationwide, including:
* A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
* Up to 2 days of paid volunteering a year
* Life assurance worth 8x your salary
* A great selection of additional benefits through our salary sacrifice scheme
* Wellhub – Access to a range of free and paid options for health and wellness
* Access to an annual performance related bonus
* Access to training to help you develop and progress your career
* 25 days holiday, pro rata
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.
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