Dunfermline - Caledonia House


Our Dunfermline contact centre

Our Dunfermline office in Caledonia House is one of our most strategic sites. Its contact centre services banking and savings customers, and houses an extremely busy administration processing centre, so the atmosphere is lively and engaging.

We work in small teams in convenient 12 week shift patterns, and can offer full or part-time work to suit your commitments. We want our staff to be happy and productive, so we offer comfortable break areas with flat-screen TVs and plenty of free teas and coffees.

Roles in Dunfermline

The work is all about people, not paperwork, so you'll spend 90% of your time helping customers over the phone. We'll give you all the training you need so you'll need to be enthusiastic and happy to help our customers resolve any problems they have.

Those who excel in their positions will have opportunities for career progression which include management and leadership roles.

  • Full-time is 35 hours per week
  • Part-time is at least 20 hours per week

“ I’ve been in the Mortgage New Business Team for 7 months now. I decided to stay on after a six month contract to take advantage of the great progression I was experiencing. After only four months I was promoted to a 1.3, which gave me added supervisory responsibilities. My manager fully supported my development and worked with me to help achieve my goals. ”

Morag, Nationwide Dunfermline

Our Dunfermline contact centre has opportunities in the following areas:

Customer Services

The perfect position for a people person, solving problems for our customers over the phone. You’ll need to listen and ask all the right questions to understand what the query is (don’t worry, we’ll give you all the training you need), then resolve this for the customer. You’ll take command and be straightforward and helpful, so our customer will know we’ve done everything possible to help them.

The typical role we have in this contact centre is in:

  • Direct Service – The first point of contact for customers as they call our contact centre. You could be discussing any of our products or services, but we mostly hire staff into Banking and Savings. This position needs outgoing, customer focussed problem solvers.

Nationwide NOW

This is our exciting new channel that enables centrally based Mortgage Consultants (CeMap Qualified), Financial Planning Managers (DipFA qualified) and Personal Banking Managers to hold interviews using video conferencing capabilities. Essentially beaming themselves into a branch anywhere in the UK.

Finding our Dunfermline office

Caledonia House is based in Pitreavie Business Park, which is very close to Dunfermline town centre.

Getting there by public transport

A regular bus operation is in place to allow staff to commute within the Fife and Tayside area, including Edinburgh/Glasgow.

Getting there by car

If a car's your chosen means of transport there is limited parking available. However, we’ve got preferential parking for those who sign up to our car share scheme.

Getting there under your own steam

If you prefer to cycle there's plenty of secure space in our cycle shed - and you can even shower once you've arrived.

After you apply

The first thing that will happen is one of our professional recruiters will review your application. If your application matches what we’re looking for, you’ll receive an invitation to a telephone interview where we’ll talk to you more about your application and ask you a couple of questions about your skills and experience.

Once you’ve passed your telephone interview we’ll invite you in for an assessment centre, where you’ll get to see the site you’ll be working in and meet some people from your business area. These events are run for groups of candidates so you’ll also be able to meet some of the other people who’ve applied for a role with us.

After the assessment centre we’ll review your entire application and come back to you with a decision within 48 hours. All together you can expect the time from your initial application through to knowing if we can offer you a role to take around 2-3 weeks (depending on the assessment centre schedule). After this, we have a 4-week period that we use to complete background checks.

Pre-Employment Screening

Because we’re a financial services employer our hiring process can sometimes take a little longer than other employers. This is because the law requires us to carry out background checks, called Pre-Employment Screening or PES for short, and we can only start to do this once we’ve got the point of offering you a job.

You shouldn’t let this put you off. The only thing you’ll need to do is provide us with information like proof of address, proof that you have the right to live and work in the UK and provide the names of your previous employers for us to check your references with. We will also carry out a credit and background check on you. Once you’ve done that, the rest is down to us and we’ll keep you regularly updated throughout.