Inbound Customer Service Advisor
Are you passionate about delivering Simply brilliant service in a fast-paced environment. Our Contact Centre teams are looking for motivated people with strong customer service skills, an ability to solve problems over the phone, and a drive to help our customers with their banking needs. It's a demanding role, but we’ll provide you with the tools and training along the way.
Our phonelines support our customers from 8am to 8pm, Monday to Sunday. You’ll be working 35 hours per week with shift patterns typically based on a 3-week rotation of early, mid and late shifts. You’ll also need to be available to work 6 out of every 9 weekends.
More rewarding relationships are important at Nationwide, so if you’re located within 30 miles of Swindon, Northampton, Dunfermline, Sheffield or Wakefield we’ll ask you to be on site for 2 days per week. This will help you build relationships with your team but also equip you with knowledge and learning to help you Get it done. The rest of the time you’ll work from home so will need access to a quiet working environment with a secure and strong Wi-Fi connection.
If you live over 30 miles away from one of these sites then you’ll be primarily home based, but with a requirement to continue team engagement, you will visit your line manager at your local hub once a quarter or when needed..
As part of a high-performing, purpose-driven organisation you’ll receive a competitive salary based on your experience. Start dates are available from April 2024.
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
Providing Simply brilliant service. you’ll speak to upwards of 60 customers a day, This might include high street branch enquiries, online banking or discussing products and services. You’ll be skilled at listening and problem solving, getting to the right outcome, first time for our customers.
With training and experience you’ll learn to deal with more complex situations, and support customers in sometimes vulnerable or challenging situations. These can be challenging but often the most rewarding aspects of the role. They’ll also provide you with new skills and knowledge to develop your confidence and career.
You might have customer service experience or other transferrable skills which will make a difference to our customers. Working with high volumes of calls requires resilience, patience and an ability to solve a wide range of problems.
You’ll also need to commit to the shift patterns as stated above.
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
Employee benefits available at Nationwide include:
- 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.
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!
Financial Reward Package
To see a ball-park figure of how the pounds in your pocket could add up, put a salary figure in the box below and hit the Calculate Now button. As if by magic, a chart will appear giving an indication of what these financial benefits could look like.
Calculate your reward
Enter your salary and we will calculate your overall reward.
This is the total amount you earn per year
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.