The Collections & Recoveries department plays a vital role in supporting our customers through difficult and sensitive situations. As Senior Collector and Negotiator, you’ll speak with our customers respectfully and empathetically to fully understand their circumstances and work through the options available. Using in-depth questioning skills, you will build a great rapport to guide them over the phone to achieve the best mutual outcome. If you’re a team player, able to work and thrive in a dynamic environment and demonstrate consistent commitment in putting our customers first, then this could be the role for you. We do have part-time opportunities available, working a minimum of 28 hours per week (the advertised salary would be pro rata for part-time roles). We are happy to consider flexible working approaches to help you perform at your best. The team cover our core business hours between 8am-8pm, working Monday – Friday and one in three Saturdays. Where you work a Saturday, youll get this time back elsewhere in the week. You will work contracted shifts on a rotational basis and will be given 8 weeks’ notice of your shift pattern. This role is to start in early December. Training for this role is typically for 9 weeks. For your first week of training, you will be required to be on site in Northampton. The training period will require you to work the hours of 9am - 5pm. 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 youll either be located at your nearest regional hub or office. There will be a need to regularly connect with colleagues for collaboration events in one of our hubs or office sites. This is anticipated to be once a quarter if your nearest to a hub or spend at least two days per week if your nearest to an office, or if part time youll spend 40% of your working time at an 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. About you You might already be from a Customer Service background, but even if you are not and are looking for a change in career where you can make a real difference in people’s lives, then this opportunity is for you. We’ll give you all the training you need to set you up for a successful journey with us in this highly rewarding role. You’ll need: To be resident and eligible to work in the UK To be based within a commutable distance from one of our offices or hubs as per our hybrid working policy To be responsible & accountable for always keeping our members data safe and secure. To have access to a dedicated workspace free from all distractions. To have access to a private, stable and ideally super-fast broadband connection. 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. The extras you’ll get There are all sorts of employee benefits available at Nationwide, including: 25 days holiday, pro rata From January 2026, all colleagues will have access to fully funded private medical insurance A personal pension – if you put in 7% of your salary, we’ll top up by a further 16% Access to an annual performance related bonus Access to training to help you develop and progress your career A great selection of additional benefits through our salary sacrifice scheme Life assurance worth 8x your salary Wellhub – access to a range of free and paid options for health and wellness Up to 2 days of paid volunteering a year 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. Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focussed around what’s important to us in a member facing role at Nationwide. If you pass these online assessments, we’ll then ask you to answer some questions in a video interview within the next 48 hours. In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleague’s giving you a really good idea of what it’s like to work here at Nationwide. 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.