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Specialist Member Relations Consultant - 12 Month Secondment or Fixed Term Contract

Specialist Member Relations Consultant - 12 Month Secondment or Fixed Term Contract

  • Location: Northampton Administration Centre, East Midlands
  • Salary: £30,506 - £44,065
  • Contract Type: Fixed Term Contract
  • Ref: R002203869
  • Closing Date: 18 September 2019

Job description

We need:

• A Specialist Member Relations Consultant to work in our Northampton Admin Centre
• £30,506 - £44,065 (dependent on relevant skills and experience)
• On a 12 month secondment/fixed term contract working 35 hours per week – please ensure you gain approval from your line manager prior to applying

Our Specialist Member Relations Consultants lead and drive the resolution of the most complex, high-profile, high-risk specialist and technical complaints and disputes regarding products such as investments, protection and endowments. This includes Executive, Press and Financial Ombudsman Service (“FOS”) complaints, where customer detriment or reputational risk is significant and likely. The role requires significant depth of specialist product knowledge and expertise to manage a challenging portfolio of cases for some of Nationwide’s most sensitive cases and vulnerable customers. The role holder will provide an expert complaint advisory service to a range of internal and external senior stakeholders.



Who we're looking for

As a minimum you’ll have;

• A CeFA qualification or equivalent.
• In depth knowledge and experience of specialist and/or complex complaint handling.
• In depth knowledge and experience of working with investments/endowments/protection products.
• Experience of dealing with the most vulnerable customers and sensitive/high risk situations.
• Experienced in making standalone informed decisions and acting autonomously in complex, multi-layered situations.
• Confident, pragmatic with strong verbal communication skills with the ability to engage with and challenge senior executives and non-executives on existing policy in a professional manner to improve and evolve the business.
• Excellent written communication skills, including report writing, to articulate complex issues in a way which is clear and accessible to the audience.
• Excellent interpersonal skills, able to build rapport and instil confidence in a wide range of stakeholders, ranging from the most vulnerable customers to senior executives and third parties such as the press and consumer and regulatory bodies.
• A clear customer focus, with strong experience of supporting the most vulnerable customers understanding and empathising with issues arising from complex and multi-layered issues.
• A full understanding of Complaints Framework including Internal Complaints Procedure (ICP), Training & Competency Framework (including Quality Assurance model), and role of FOS and FCA in complaint handling.
• Good time management and ability to manage personal workload in an agile manner to support multiple complaints within prescribed timescales.
• Excellent analytical, research and problem solving skills, with strong attention to detail and the ability to deal with complex data sets.
• Excellent negotiation, facilitation and listening skills.
• Working knowledge in Microsoft Office Applications; Word, Excel, PowerPoint and Outlook

What you'll be doing

As a Specialist Member Relations Consultant you’ll liaise with senior leaders across the Society (up to Board level), providing guidance and advice on a range of complex, sensitive and high-profile issues, concerns and complaints, influencing and challenging thinking to manage conduct and reputational risks.

Your role will be to;

• Provide high quality written communications as responses to investment/protection/endowment complaints, in support of the effective management of the most complex, sensitive and high-profile complaints.
• Actively engage with a range of senior stakeholders across the Society as part of the investigation process in order to gain a detailed understanding of the subject matter and all relevant issues.
• Engage effectively with a wide range of Nationwide’s customers (including those most vulnerable) in potentially challenging and delicate situations to restore faith, confidence and prevent or mitigate regulatory penalties and reputational damage.
• Articulate written and verbal communication, together with rapport-building and de-escalation techniques when dealing with customers’ complaints
• Actively engage with legal and regulatory functions, such as Legal, Compliance, Data Privacy, and other policy owners.
• Collaboration with other complaint handlers and managers across the Society to coach, upskill, mentor and direct, as appropriate.
• Engage with external regulatory and consumer bodies such as FOS, ICO and Citizens Advice, dealing with complex, sensitive and high-risk complaints.
• Feedback to managers and consultants relating to complaint outcomes to share best practise and improve customer experience.
• Collaborate with corporate partners (e.g. RSA, L&G, ENACT, AGE and other providers of Nationwide branded products) to mitigate reputational risk relating to media, Executive and FOS complaints.

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
• 25 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

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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.