Operational Support Officer Job Description At Nationwide our customers are at the heart of everything we do. However, sometimes issues and incidents occur that mean things don't go as expected for our members. When this happens the Customer Resolutions Team make sure our members receive fair, timely and consistent outcomes. Leveraging a specialised, cross-function capability the Remediation Centre of Excellence (Rem CoE) respond to organisation-wide issues and incidents to plan, execute and manage robust programmatic frameworks to deliver tailored rectifications to any impacted customers to ensure the correct outcome. We currently have an opportunity for an experienced Operational Support Officer to join the Nationwide Rem CoE PMO team. The successful candidate will play a pivotal role in the smooth running of programmes, working closely with multiple teams and stakeholders. In this position, you will support the daily operations of remediation programmes and the PMO team to help us achieve the correct customer outcomes. We are happy to consider flexible working approaches to help you perform at your best. This is a 12 month Fixed Term Contract. 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 either our Swindon, Northampton or London 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. Responsibilities What you'll be doing You will be responsible for ensuring project plans, risks and action logs are updated as well as conducting regular reviews and escalating issues to Delivery Value Manager and supporting priority projects or tasks as they arise in support of the wider team. You will also be responsible for creating governance and reporting packs, facilitating key governance meetings and linking with stakeholders across the business to ensure key governance goals are met. About you The minimum requirements for this role are:
• Experience of supporting project management, remediation or change programmes
• An understanding of risk management, control standards and change management within a Delivery team
• A proven track record of ensuring delivery of activity aligned to governance frameworks
• A high level of attention to detail and adherence to processes & procedures and use of supporting systems (such as JIRA, PowerBI, Microsoft Products etc)
• Management of relevant governance repositories and project mailboxes 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
• 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 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.