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Digital Services Customer Consultant

Digital Services Customer Consultant

  • Location(s): UK Wide
  • Salary: circa £18,200
  • Contract Type: Permanent
  • Ref: R00MF00024
  • Closing Date: 24 December 2021

Our customers can sort out their finances from the comfort of their own homes, and you can help them from the comfort of yours. We’re looking for Customer Service Advisors to join our team. We're offering a competitive salary based on your customer service experience, working from home, between 8am - 8pm Monday to Sunday.

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

We’re a building society not a bank. Our customers are members of our Society and now more than ever they need our help.

You’ll use your customer service skills to guide them through these difficult times online.

As a Digital Services Customer Consultant, you’ll respond to enquiries online through messaging, as part of our friendly team. This team receives enquiries for lots of different reasons. Customers may want to discuss their financial options, discuss bereavement cases, or enquire about internet banking. As the first point of contact for our customers, you'll adapt your communication style as necessary, while exceeding customer expectations and delivering a personable and knowledgeable service.

You can be based around the country, working from home, between 8am - 8pm Monday to Sunday. Shifts will be rotated on a weekly basis working 5 days out of 7. When you do work a weekend shift you’ll only work a Saturday or Sunday, not both. You’ll have clear weekends off at times and schedules will be provided 6 weeks in advance.


About you

If you’ve got a customer service background in retail, or a contact centre, with recent experience using messaging or webchat to serve customers this would be an advantage.

If you’re a confident communicator and looking to take on a new challenge in an established business, there’s really no better place for you.

As a Digital Services Customer Consultant at Nationwide, you’ll be making their members’ lives easier and helping them to make the big decisions for their future.

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

The extras you’ll get: We have a range of employee benefits, including:

• Access to an annual performance related bonus

• 25 days holiday, pro rata

• Up to two 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 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 you’d like to apply, just click the ‘Apply now’ button.

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.

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 (asking what you’d do in particular circumstances), 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 videos from our colleagues giving you a really good idea of what it’s like to work here at Nationwide.

Best of luck in your application!


Digital Services Customer Consultant

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