Inbound Customer Service Advisor

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, which will be working a 3 week rotation of Early’s, mid’s and Late’s, typically you’ll work 6 in 9 weekends.

We have start dates throughout February for this permanent position.

To continue team engagement, you will visit your line manager at your local hub once a quarter or when needed.

To ensure you are set up for success in role, you will need to ensure you have a quiet working environment when working from home with a secure and strong Wi-Fi connection.

For more information please contact Jill Hewitt & Olivia Devlin.

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

Bring your enthusiasm for helping and we’ll give you full training before you take a single call. Strong teamwork is built into the way we do things so, even at home, you’ll have lots of support from friendly colleagues.

Handling a range of inbound calls, you’ll play a central role when it comes to supporting our members. We’re a building society not a bank, so our customers are members of our Society. Their needs are at the heart of everything we do.

If you thrive on a challenge, we are the place for you! You will speak to upwards of 60 members a day.

You could be guiding them through online banking or discussing our range of products and services, adapting your style to suit each customer, and making sure they get the outcome that’s right for them.

About you

You might already be from a Customer Service background, but even if you are not and are looking for a change in career where you can make a real difference in people’s lives, then this opportunity is for you. We’ll give you all the training you need to set you up for a successful journey with us in this highly rewarding role.

This role is a Hybrid working role which means that you can benefit from having a blend of office and home based working. We offer flexibility on where you work, which is led by the work, and considers and adapts to the needs of our members and colleagues. You will also come in to the office for team meetings and 1 to 1's with your manager. Working in this way will ensure you feel supported, included and connected, enabling us to thrive together, as well as stay close to the Society culture.

• 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

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

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

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!