Specialist Service Consultant

Over the last years we have expanded our service to deliver a Legendary Service across for our most vulnerable members when they need us. We may support members who have been financially abused, members with mental health, life limiting illnesses and members who may require additional support with their finances. 

You will have a key role in the Specialist Support Team supporting our members, Third Parties and/or Carers. As part of your role you will investigate and identify the member’s needs, providing them with all the relevant information they need and proposing a tailored plan of support. You’ll have the opportunity to make a real difference to our vulnerable members, at what may be a really challenging time for them, due to a change in circumstance or diagnosis. 

This telephony and admin based role is available on a full time basis only, you’ll be required to work Monday - Friday as well as a Saturday once a quarter although this will be subject to change. 

This is a 12-month secondment opportunity.

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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Swindon site approximately once per quarter. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
 
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Responsibilities

What you’ll be doing

You will be required to make and receive calls via our telephony lines and support vulnerable members throughout their journey within Specialist Support. Timescales will vary depending on individual member circumstances; some of these timescales will be time critical and will therefore require urgent support.

You will be working within a fast-paced environment where you will be responding to calls inbound and outbound with contact from vulnerable members and colleagues. You’ll display a high degree of empathy and use sensitive questioning to identify the member’s individual needs. This will include establishing the right course of action for each member, based on a full assessment of their product holdings and individual circumstances. You can identify when expert collaboration is appropriate, and guide the member to the sources of help, either internal or external support networks and charities. Also, recognise and investigate possible Financial Abuse, questioning the member and making decisions in their best interest.

You’ll provide information and guidance to members to help them make informed decisions about their product offering with the Society, without straying into real or implied advice. Establish appropriate communication plans with members, including suitable review periods, to enable effective case management based on individual circumstances and products held. Working within your mandates and escalating where appropriate any cases outside of these, to ensure we secure the right outcome based upon the member’s needs. The role will involve case management & call handling with both members, branches and Third Parties to maintain and document clear member support options, throughout the member’s relationship with Specialist Support Team.

As a Specialist Support Manager you will be required to communicate, influence and build strong working relationships, across the business liaising with stakeholders internally and externally to ensure we deliver a Legendary member service.

About you

As a minimum requirement you will have or be able to:

• High emotional resilience and emotional intelligence
• Highly proactive and comfortable working within a fast paced environment whilst making decisions under pressure
• Demonstrate good general product awareness to be able to communicate with service users effectively
• Customer Service experience and someone who is skilled in dealing with complex queries and able to provide a tailored end to end service to each member
• Customer service experience with the ability to communicate clearly via telephony channels
• Time management and ability to manage case workload across your portfolio
• Demonstrate a high degree of empathy and understanding in extremely sensitive situations. Building the trust of the customer
• Understanding of how internal processes and systems operate
• Being agile to changes, where business needs are required

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

• 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.

Once we’ve received your application successfully, we will invite you to the first stage; our online assessments!

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.

In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what it’s like to work here at Nationwide.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level. 

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The Hiring Manager for this role is Rosie Little, and the main recruitment contact is Tyler Ward.