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Member Relations Consultant

Member Relations Consultant

  • Location(s): UK Wide
  • Salary: Upto £23,000
  • Contract Type: Permanent
  • Ref: R00AOR01354
  • Closing Date: 25 May 2022
  • We're happy to consider flexible working approaches for this role

Member Relations Consultant


When our members are happy with a resolution, they will tell their friends, family or colleagues. They will share their experience, how they felt and why it was important for them to be heard. A complaint is an opportunity, an opportunity to learn from our members and Put things Right (when they go wrong) and Stop them Happening (for other members in the future)

As part of the Moments that Matter Mission, Member Service is a specialist regulated complaints function. We manage c100k complaints each year.

We are looking for individuals who are passionate about Member Service to join our successful Complaint handling team. We want people who truly care about listening to our members at times when they need us the most. We need you to be curious in nature, to understand what has happened and have the confidence to speak to our members to reach the right outcome, first time.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

Listening to our members is at the heart of this role, alongside being inquisitive and finding resolutions. Our members will make a complaint via a variety of channels, such as phone, webchat or in branch. You will have the accountable freedom to contact our members, investigate their concerns to understand what has happened to then make your decision to resolve the complaint.

You will have your own allocated worklist, so you’ll need to be able to prioritise to ensure we respond to our members within regulatory timescales. Communication is critical for this role. Once you’ve completed your investigation, you’ll contact our members to explain your decision. Sometimes this can lead to challenging conversations and you’ll need to be confident, articulate, and clear, both on the phone and when writing letters.

You’ll also have the opportunity to shape our future, when you see something that could be done better, you’ll be encouraged to share your ideas to support the wider community in making changes to ensure we continue to deliver legendary service.

About you

As a minimum requirement you’ll:

  • Enjoy problem solving and delivering exceptional outcomes
  • Be empathetic, caring and effectively able to build relationships
  • Draw on your resilience when customers are upset or angry
  • Have great attention to detail
  • Have customer service experience or previous Telephony experience
  • Have strong verbal and written communication skills
  • Make balanced and well thought out decisions


It would be nice if you also had:

  • An understanding of Nationwide’s products and services
  • Experience of financial services complaint handling, or complaint handling in another regulated industry

We’re interested in who you are as a person.  Why? Because our membership is made up of so many different kinds of people, so we want our employees to be just as diverse.  We’d love to hear about:

  • Your values, and what makes you who you are
  • How you’d make a difference to our members in this role

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

  • A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
  • Up to 2 days of paid volunteering a year
  • Life assurance worth 8x your salary
  • A great selection of additional benefits through our salary sacrifice scheme
  • Access to an annual performance related bonus
  • Access to training to help you develop and progress your career
  • 25 days holiday pro rata
  • Support Package
  1. A loan of up to £1,000 with 0% interest to cover your rental deposit or other emergency costs.
  2. Paid time off or flexible working if you have a housing emergency.

Why work at Nationwide

We’re a building society founded by ordinary people, our members, who came together to help each other get the most from their money, buy homes and save for their futures. For over 130 years, we’ve supported each other and our communities, and we’ve done the right thing for wider society too.

If you come to work here at Nationwide, you’ll be part of that. Part of something a bit different. And something really quite special.

What’s more, we have a strong ethic of care for each other and our members. We recognise that our employees feel most appreciated when their thoughts and values are respected and considered. We’re committed to creating a culture that recognises and truly values our individual differences and identities. So, 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.

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.

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

Member Relations Consultant

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