Swindon - Pegasus House


Our Swindon contact centre

This contact centre runs 24/7 customer support and is the largest of all our UK based contact centres. So there are lots of opportunities available.

We work in small teams in convenient 12 week shift patterns, and can offer full or part-time work to suit your personal 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 Swindon

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

Our Customer service careers

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.

Some of the roles we have in our Swindon contact centre include:

  • 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. Candidates need to be problem solvers and customer focussed.
  • Direct E-Contacts (Digital Services) – You’ll be using our digital platforms; secure online bank messages, Emails and WebChat, to help answer customer questions on any product or service. The role may also occasionally require speaking directly to the customer in order to resolve their issue. Good grammar is really important for this role and you must be customer focussed.
  • Direct Channel Support – You would help support the business itself by taking calls from branches and contact centres (and some customers) requiring updates on the back office functions of customer accounts. Perfect team member needs to have great telephone manner and problem solving abilities.

“ Nationwide have a great reputation in the local area and offer excellent career progression. The training made it easy to start, and I really enjoy the variety of the role. ”

Amy, Nationwide Swindon

Direct Distribution

Direct Distribution are committed to matching products to the needs of our members. You could be working as either a Mortgage Representative (helping customers with their initial decision in principle) or as a CeMap qualified Mortgage Consultant. We also offer opportunities as outbound Customer Consultants, promoting the Financial Planning services available to customers in their local branch.

Our opening hours

Our Swindon contact centre operates 24 hours a day, seven days a week, but the busiest time for staff is usually between 6am – 10pm.

Finding the Swindon contact centre

The Swindon contact centre is in Pegasus House, within the Windmill Hill Business Park, less than one mile from J16 of the M4 and close to West Swindon shopping centre and the Outlet Village. It’s easy to get to and we even run a free shuttle bus provided between Swindon town centre and our offices between the core business hours of 8am and 8pm.

Getting there by public transport

There are bus services directly to Windmill Hill and to the nearby Freshbrook Centre and Grange Park (about a 10 minute walk away). Bus Service from neighbouring towns i.e. Wootton Bassett also stop at the business park.

Getting there by car

If a car is your chosen means of transport, there is free on-site parking available. If you join a car share scheme, however, you will enjoy preferential parking in our underground car park.

Getting there under your own steam

If you prefer to cycle there's plenty of secure space in our cycle shed, special lockers for cyclists to store their gear and a shower so you can freshen up 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.