Our team covers core business hours between 8am‑8pm, Monday‑Friday and one in three Saturdays. When you work a Saturday, you’ll get this time back elsewhere in the week. You will work contract shifts (35 hours per week) on a rotational basis and will be given eight weeks’ notice of your shift pattern. Training lasts 9 weeks, the first week on site in Northampton, Monday‑Friday 9am‑5pm. Nationwide covers the costs of the first week’s training if you require accommodation and travel.
At Nationwide we offer hybrid working wherever possible. You’ll spend at least two days per week, or 40% of your time if part‑time, based at one of our offices in Swindon, London, Northampton, Bournemouth, Dunfermline, Wakefield or Sheffield, or at a regional hub.
What you’ll be doing
Help customers facing financial difficulty through honest, empathetic phone conversations, guiding them to the most suitable options to get back on track. This role requires personal resilience, sensitivity, and an ability to thrive in a fast‑paced environment.
Core responsibilities and requirements
* Be based within a commutable distance from an office or hub as per our hybrid working policy.
* Be responsible and accountable for always keeping our members’ data safe and secure.
* Have access to a dedicated workspace free from all distractions.
* Have access to a private, stable and ideally super‑fast broadband connection.
Our customer‑first behaviours
* Feel what customers feel – walk in their shoes, use their feedback and insights to empathise and understand their needs.
* Say it straight – be brave in speaking out and saying what we think, honest and direct, sharing diverse perspectives to reach the best conclusions.
* Push for better – challenge the status quo, take responsibility for continuous improvement and personal development.
* Get it done – prioritise what will have the greatest impact, act decisively and take accountability for delivering brilliant customer outcomes.
The extras you’ll get
* 25 days holiday, pro‑rata.
* From January 2026, all Nationwide colleagues will benefit from private medical insurance.
* A highly competitive pension.
* 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 two days of paid volunteering a year.
Banking – but fairer, more rewarding, and for the good of society. We forge our own path. As a mutual, we’re owned by our members – customers who bank, save or have a mortgage with us. We challenge the financial sector status quo and put their needs first.
What to do next
If this role is for you, please click the ‘Apply Now’ button. Attach an up‑to‑date CV and answer a few quick questions. Once we receive your application, we will invite you to the first stage – our online assessments. Within a few hours you’ll receive a link to your candidate hub, where you’ll complete situational judgement, checking and numerical assessments within 48 hours. You’ll also get hints, tips and videos from colleagues to give you an idea of what it’s like to work at Nationwide. We respond to everyone, so we will contact you shortly after the closing date with the outcome of your application.
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