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Member Relations Consultant

Member Relations Consultant

  • Location: Dunfermline Caledonia House, Scotland
  • Salary: Competitive
  • Contract Type: Permanent
  • Ref: R002203866
  • Closing Date: 18 September 2019

Job description

We need:

• Member Relations Consultants, to work in our Complaint teams
• Based in our Caledonia House office, Dunfermline
• From £19,647 per annum on a permanent, full-time contract

We’re looking for consultants that are passionate about Customer Service to join the Complaints Team to investigate and resolve customer complaints to ensure a fair customer outcome.

Who we're looking for

Working in an office environment, you'll be responsible for taking ownership of customer complaints that have been registered via a variety of channels such as email or branch contact to reach a fair outcome for the Customer and Nationwide.
Handling your own allocated work list, you'll need to:
• Have experience in complaint handling
• Have a high level of attention to detail
• Have experience of working with Microsoft Office
• Be customer focused and effectively be able to build relationships
• Have good negotiation and listening skills
• Be proactive and comfortable in making decisions
• Have a good analytical and research skills

It would be nice if you also had:
• Worklist and time management experience
• A good understanding of the Financial Industry

What you'll be doing

Working in an office environment, you'll be responsible for taking ownership of customer complaints that have been registered via a variety of channels such as email or branch contact to reach a fair outcome for the Customer and Nationwide.
Handling your own allocated work list, you'll need to:
• Facilitate the collection of all necessary information from customers and other business areas to assess complaint issues raised.
• Restore customer confidence through effective communication and resolution of complaints
• Investigate information and identify suitable customer and business solutions in a timely manner
• Enter data through the complaints system ensuring that all data is inputted correctly and that efficient and accurate customer records are maintained
• Evidence that every complaint has been fully investigated and documented and explain the rationale behind the decision made
• Identify financial/emotional impacts incurred by customers and sanction compensation payments in adherence to local customer detriment mandate
• Share ideas that could improve the customer experience and highlight any process discrepancies

The extras you'll get

If you put a lot in, it’s only fair you should get a lot out. So if you help us do the right thing for our members, we’ll help further your career with us.

As part of our team you’ll get:
• Access to training to help you progress and develop your technical skills and career
• Pension scheme where if you pay in 7% we’ll top it up to 23%
• Life assurance worth 8x your salary
• 24 days’ holiday plus bank holidays
• The ability to 'buy’ up to 10 days more holiday
• Flexible benefits scheme giving you access to discount vouchers at various retail outlets
• Access to an annual performance related bonus scheme

Work with PRIDE

Princes Responsible Business Network
Stonewall Diversity Champion
Business Disability Forum Member
NBS Contact Centre (2 Colleagues Talking 4) Small Image

Why work for us?

At Nationwide, we’re here for our members and we put their needs first in everything we do. And now, more than ever, two things are helping us go from strength to strength: we put our customers first, and we’re known for being open, honest and trustworthy.

We’re also the world’s largest building society, with communities at the heart of everything we do. We aim to do the right thing for our members which helps set us apart from our competitors. But we need good people to help us do it. People who understand what we believe in, and have the talent and drive to keep us successful.
At Nationwide we have a strong ethic of care, and a genuine concern for each other and our members. We recognise that our employees feel most appreciated when their thoughts and values are respected and considered. We are committed to creating a culture that recognises and truly values our individual differences and identities. If you’d like to be a part of an inclusive workplace where you can be yourself, where your talents are nurtured and you feel empowered to contribute then please apply and help us in building society, nationwide.