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Policy and Regulation Consultant

Policy and Regulation Consultant

  • Location(s): UK Wide
  • Salary: From £35,309 - £51,002
  • Contract Type: Permanent
  • Ref: R00AOR01674
  • Closing Date: 29 May 2022
  • We're happy to consider flexible working approaches for this role

At Nationwide we openly put our 15 million members at the centre of every decision we make as a business. Every role, no matter what it’s doing, is member focused.  And in Member Service our focus is on Putting things Right (when they go wrong) and Stopping 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 c110k complaints each year, with c450 direct Member Service and c7k indirect Complaints Community colleagues.

This is a great opportunity for an enthusiastic and driven individual, to join the Policy & Regulation Team within Member Service. The role will focus on Policy and Regulation changes whilst working closely with a wide range of stakeholders from across the business. Everything we do has a direct impact on Nationwide’s success whether as a result of improving our Complaint Handling and DSAR principles and processes, ensuring we are adhering to Regulatory guidance and changes or supporting internal improvements that will make a difference to our members and employees.

Your success isn’t based on how long you spend at your desk. You’ll have contracted hours, but we’re always happy to support flexible working wherever we can, and always strive to find a way that works for everyone

Since the pandemic, the majority of our Member Service colleagues are home-working, and we maintain a small office-based presence in our regional hubs in Northampton, Swindon and Dunfermline. So whether you want to work from home, or at one of these locations (occasionally or all of the time), we’ll be guided by you.

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

This is an important role for Member Service where you play a pivotal role in the development and maintenance of clear, regulatory compliant policies across all areas of Member Service. You’ll be required to use your knowledge of complaints and DSAR’s to evaluate and analyse the effectiveness of standards and policies to identify improvements that deliver tangible benefits to both Members and our complaint handling community (including our third parties e.g. TSYS).

You will work with stakeholders at all levels across the society, supporting on information for external bodies, attending industry complaint forums and are responsible for ensuring that our members voice (captured through complaints and Feedback) is represented. You will also monitor and report industry activity and key horizon risks that may impact Member Service and will work with Strategic Business Change partners to ensure that Policy and Regulation requirements have been considered.

About you

As a minimum requirement you will have:

  • Have experience and knowledge of the relevant regulatory and legislative frameworks.
  • Knowledge of legislation relevant to Complaint and DSAR’s (including the Dispute Resolution Rule, Payment Services Regulations and Vulnerability, Access and inclusion standards)
  • A high level of accuracy with an excellent attention to detail, alongside strong analytical and investigation skills
  • Have experience of developing proposals, executing plans and responding to industry requests to challenging deadlines.
  • Have first class relationship building skills and the confidence to communicate at every level.
  • A high level of accuracy with an excellent attention to detail, alongside strong analytical and investigation skills
  • Be an excellent communicator both verbally and in written communications and have a passion for connecting with people to ensure good outcomes can be achieved as efficiently and effectively as possible.
  • Be highly proactive and motivated with a keen desire to drive improvements and to see the bigger picture.
  • Excellent skills in Word, Excel, Visio and PowerPoint.
  • Ability to work at pace to a consistent high standard.
  • Ability to work on own initiative.
  • Knowledge of the Member Service key role and priorities

We’re also 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

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

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

Why work at Nationwide

We’re different from other financial service providers. We’re a building society, owned by our members. And for over 130 years, we’ve supported those members to make the most of their money and achieve what they want from life.

That’s reflected in the way we work here at Nationwide. We come together to make sure we’re doing things in the best way possible, both for each other and for our members. If you join us, you’ll be part of that. You’ll be able to help us build something really quite special. And you’ll have the opportunity to make a real difference.

On top of that, we always want you to be yourself. To use your skills and experience to make our Society stronger. To feel valued for who you are, not just what you do. Because here at Nationwide, we understand that we can do more together than we ever could alone.

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. 


Policy and Regulation Consultant

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