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Telephony Inbound Contact Consultant – Specialist Lending Mortgages

Telephony Inbound Contact Consultant – Specialist Lending Mortgages

  • Location(s): UK Wide
  • Salary: From £20,300
  • Contract Type: Permanent
  • Ref: R00MF00077
  • Closing Date: 12 August 2022

As a Telephony consultant you will play a key role handling inbound calls within The Mortgage Works, you’ll be the person working within our fast-paced inbound mortgage telephony operation, Our telephony teams are vibrant and exciting and naturally embody customer service putting our members at the heart of everything we do. If you have the passion to provide exceptional service over the phone to give our members with a memorable experience then this role is for you.

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.

This role is within the Regulated Advice and Distribution community, specifically within Mortgage Operations.

The role is a full-time position, working 35 hours per week in The Mortgage Works – Telephony operation. As this is a Telephony team with core opening hours Monday to Friday 9am to 5pm you’ll have contracted hours, but we’re always happy to support flexible working wherever we can. That might mean working from home or different Nationwide offices or agreeing a working pattern to help you balance work and life. We will always strive to find a way that works for everyone.

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

Working in a busy mortgage telephony operations team, you will see yourself juggling the demands of high volume of incoming phone calls. identifying and resolving customer/broker and solicitor enquiries holistically across the mortgage journey with varying levels of complexity and risks.

Maintain in-depth product and process knowledge with an expectation to resolve a customer/broker queries at the first point of contact and where possible.

Be able to identify and recognise areas of customer dissatisfaction and resolve, redirect or escalate as appropriate in line with policies and procedures, to deliver an exceptional customer experience every time.

Generate leads to support TMW (The Mortgage Works) Direct proposition.

Support our brokers and customers through self-service functions and manage their expectations where required.

Show exceptional skills to support our vulnerable customers when they need us the most.


About you

Role holders are expected to develop high levels of end-to-end competence in role to effectively use their judgement for a swift resolution of the customer enquiry across TMW (The Mortgage Works) and Specialist Lending books pre and post completions, taking and dealing with difficult/complex queries from customers including handling of complaints.

As a minimum requirement you’ll:

• Experience of working in an inbound call centre environment or a fast paced and targeted customer service environment is desirable

• Excellent verbal and written communication skills

• Good listening skills to ensure appropriate outcome

• Competent in using Microsoft Office (Outlook, Word, Excel)

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


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.


Telephony Inbound Contact Consultant – Specialist Lending Mortgages

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Financial Reward Package

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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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