We’re excited to offer a rewarding opportunity to join our Specialist Support Team—a group dedicated to helping customers with complex needs, such as serious mental health challenges or multiple vulnerabilities, who may struggle to manage their everyday banking. In this role, you’ll provide compassionate, tailored support through both telephony and back-office channels. You’ll work closely with internal teams across our stores and contact centres, as well as external partners including third-party charities, to ensure our customers receive the care and assistance they need.
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 monthly in Glasgow or Gosforth. If your application is successful, your hiring manager will provide further details on how this works.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
What you’ll be doing
As a Customer Service Associate within the Specialist Support Team you will be working with our most vulnerable customers, to understand and respond to their needs, identifying the right support and solutions tailored to their individual circumstances. You will recognise when a situation requires specialist input and confidently refer customers to the most appropriate resources. Answering inbound calls, you will need to be empathetic and resilient dealing with emotive complex situations. You will collaborate with colleagues and external third parties such as solicitors and debt charities to ensure customers receive comprehensive support. You will share your knowledge and best practice with the wider team to foster a supportive and collaborative environment, and build strong working relationships across the team and wider bank to ensure a seamless and compassionate customer experience.
About you
You will have
* Experience supporting vulnerable customers with empathy and care, asking the right questions and offering meaningful assistance
* Strong communication and listening skills, with the ability to understand and respond to individual customer situations
* Telephony experience and a track record of engaging with customers by phone, managing complex, sensitive queries
* Previous experience working on administrative tasks having a keen eye for detail
* Strong organisational skills and the ability to stay motivated and manage your own workload effectively
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
* 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
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