We’re looking for Contact Centre Consultants to join our team! At Nationwide, our Contact Centres provide industry-leading service to our members. As a consultant you’ll answer calls and support our customers with their questions and look at ways in which you can further support them, from guiding them through online banking to discussing our extensive range of services. We will be running an Assessment Centre for this position, therefore you must be available to attend our Northampton office during the third week of January for start date of Monday 9th March. This role is a 35 hour working week, working Monday to Friday, 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. The first 6 weeks of the job will be dedicated to training at our Northampton office after which youll spend at least two days per week, or if part time youll spend 40% of your working time, on site in the same location. 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 Handling a range of inbound calls, you’ll play a central role when it comes to supporting our members. We’re a building society not a bank, so our customers are members and their needs are at the heart of everything we do. You could be guiding them through online banking or discussing our range of mortgages, loans or accounts and adapting your style to suit each customer to make sure they get the outcome that’s right for them. Bring your enthusiasm for helping and we’ll give you full training before you take a single call. Strong teamwork is built into the way we do things so, even at home, you’ll have lots of support from friendly colleagues. About you If you’ve got a customer service background and you’re a confident communicator and looking to take on a new challenge, this could be just the job for you. We are looking for candidates with: A passion for doing the right thing for our customers Competent IT skills The ability to work within a fast pace environment Good attention to detail and accuracy Confidence on the phone and able to build rapport with customers Commitment and willingness to learn 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: 25 days holiday, pro rata From January 2026, all Nationwide colleagues will benefit from 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.