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Mortgage Representative - Telephony

  • Location(s): Nationwide House (Swindon), Sheffield Contact Centre, Wakefield Contact Centre, Portman House (Bournemouth), Northampton Office, 1 Threadneedle Street (London)
  • Salary: From £22,900

Mortgage Representative - Telephony

  • Contract Type: Permanent
  • Ref: R00AOR03277
  • Closing Date: 16 April 2024
  • We're happy to consider flexible working approaches for this role
  • This role requires travel to your nearest office twice per week to either London, Swindon, Wakefield, Northampton, Bournemouth or Sheffield.

As a Mortgage Representative you will play a key role taking inbound calls throughout the day in our fast-paced Mortgage team. This is a fantastic opportunity to join a thriving inbound team take varying calls from our members every day, where no two calls are the same and you will be fully trained before you start interacting with our members.

This role requires people who can work 25-35 hours a week. As this is a Telephony team with core opening hours, you’ll have contracted hours. Your schedule will include working Monday to Friday, between 8am-6pm and alternate Saturdays from 8:30am–4pm.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, at one of our offices. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

This team is working in line with Nationwide’s current hybrid approach which will involve visits to your nearest site at Swindon, Wakefield, Northampton, Bournemouth or Sheffield, this will be up to 40% of your working with a minimum of two days per week at your closest location. We might also ask that you come in for your own development on additional days, which might involve training face to face or meeting with colleagues/your manager and you will be provided with all the appropriate equipment for you to work in the role on a Hybrid basis

The training is 7 weeks long, this requires 35 hours across Mon-Fri hours, no days off are permitted in this time. During this time you will be completing business critical training which will be highly important to your own development. The training will involve 3 days back to back face to face at any of the five locations, if this is a location away from your nearest of the five sites this would be expensed. You may be required to come into your nearest location for sign offs or as and when required throughout the training period.

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

Supporting inbound mortgage queries by phone throughout the day, you’ll play a pivotal role in preparing our members for mortgage advice and supporting them through their mortgage digital journeys. Through training and on the job development, we’ll equip you with an in-depth knowledge of our award-winning product range to be able to talk to customers with confidence.

That said, you will do more than just communicate; you’ll provide different options for members to choose from, depending on the member’s circumstances and needs. Using your acquired knowledge of the Mortgage function and wider business, you will pinpoint their exact needs and flag up products and services, supporting members on their mortgage journey.

The focus will be to deliver a service that’s professional, secure and in line with our operational procedures, keeping customer experience at the front of your mind.

About you

If you've got a customer service background, if you’re a confident communicator, passionate about customer satisfaction and looking to take on a new challenge in an established business, there’s really no better place for you.

As a Mortgage Representative at Nationwide, you’ll be making our members’ lives easier and helping them to make the big decisions for their future by being the first point of contact for our member’s in their Mortgage application journey.

As a minimum requirement you will:
• Have recent telephony experience in a customer service environment
• Be able to communicate confidently and clearly, adjusting your tone of voice and demonstrating empathy when required
• Good analytical skills with great attention to detail
• Be able to use a PC and navigate different systems whilst speaking to customers
• Be enthusiastic and work with team members to be part of building a solid relationship with our members

It would be nice if you had:
• Experience in Financial Services
• Plenty of enthusiasm about working as part of a team
• An understanding of our mortgage products and services however, we will give you full training to develop your knowledge to the highest standard

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

  • Say it straight- This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
  • Push for better- This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
  • Get it done- This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

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
  • Gympass – Access to a range of free and paid options for health and wellness.
  • 25 days holiday, pro rata

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank. 

As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society. 

When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead. 


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.


Mortgage Representative - Telephony

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The figures and percentages shown here are an illustration only.  Your actual salary and benefits will be detailed in your contract of employment if you join us. For example, your role could include a car allowance, relocation expenses or other benefits not shown here.

Here’s the legal bit: The infographic is an indicative summary of some of the key benefits which you may receive if you are employed by Nationwide and these are subject to variation by Nationwide at its discretion. If you work part-time, some benefits may be pro-rated.  This document provides an illustrative summary only and does not create any contractual rights.

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