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Inbound Customer Service Advisor

Inbound Customer Service Advisor

  • Location(s): UK Wide
  • Salary: circa £18,700
  • Contract Type: Permanent
  • Ref: R00MF00020
  • Closing Date: 29 October 2021

Working for a building society you will have the opportunity to change someone’s life for the better. You’ll take care of our members/customers from guiding them through their post completion mortgage journey, to discussing our range of services whilst adapting our style to suit all our member’s needs.

At Nationwide, our Telephony Teams provide legendary service to our members. As a consultant you’ll answer inbound calls and support the member with their enquiries, looking to help our members now and in the future.

We’re looking for Contact Centre consultants to join our team from Monday 6th December. We're offering a competitive salary based on your level of customer experience you can bring to the Society. You can be based around the country, working from home, between 8am - 8pm Monday to Sunday this’ll be rotated on a weekly 5 days out of 7, you'll be given 4 to 6 week’s notice of your shift pattern, and typically you'll work 6 out of 9 weekends (only working a Saturday or Sunday not both).

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

What you’ll be doing

What is important is to know is that every call matters and we are all in this together, working to provide the best customer service experience.

You’ll answer inbound calls from members of Nationwide – enquiries regarding their account, ensuring that you provide the best customer service and positive experience for all by listening and engaging which each member to give them a memorable service.

You’ll be offering support and solutions to customers on new products, services and policies. Naturally you’ll ensure all tasks are completed accurately and efficiently, with excellent attention to detail and adhering to processes.

You’ll not be required to have financial services or call centre experience as full training is provided to ensure you have all the tools you need to carry out this role confidently.

About you

We’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because our members are made up of so many different kinds of people and we want our employees to be just as diverse. Are you someone who really does want to make a difference for our members?

Skills we require:

• A passion for doing the right thing for our customers
• Competent IT skills
• Working within a fast pace environment
• Good attention to detail and accuracy
• Confident on the phone and able to build rapport with customers
• Committed and willing to learn

The extras you’ll get

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

• Access to an annual performance related bonus
• 25 days holiday, pro rata
• Up to 2 days of paid volunteering a year
• Access to training to help you develop and progress your career in the contact centre and beyond
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance worth 8x your salary
• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%

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 you’d like to apply, just click the ‘Apply now’ button. We’ll then confirm we’ve received your application successfully and invite you to the first stage; our online assessments!

Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focussed around what’s important to us in a member facing role at Nationwide.

If you pass these online assessments, we’ll then ask you to answer some questions in a video interview (don’t worry you can turn the camera off for this) within the next 48 hours.

In your candidate hub you’ll also be able to get hints and tips and watch video’s from our colleague’s giving you a really good idea of what it’s like to work here at Nationwide.

Best of luck in your application!

Inbound Customer Service Advisor

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