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Inbound Customer Service Advisor - Home New Business

  • Location(s): Northampton Office
  • Salary: From £21,840

Inbound Customer Service Advisor - Home New Business

  • Contract Type: Permanent
  • Ref: R00MF00233
  • Closing Date: 29 April 2024

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 online banking to discussing our range of services whilst adapting our style to suit all our member’s needs.

At Nationwide, our Contact centres provide legendary service to our members. As a consultant you’ll answer calls and support the member with their questions and look at what else you can further support them with, whilst you are with them.

We’re looking for Contact centre consultants to join our team! The first 12 weeks of training will be based on site at our Northampton office, after this you will be required to attend the Office 2 days per week.

This role is a 35 hour working week, working Monday to Friday, 9am-5pm.

Opportunity to increase your salary by £1000 after 12 months in role when you can evidence competence in specified core activities and skills.

We have a start date for June and July and interviews will be taking place throughout the upcoming months.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, at one of our offices. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working.

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.

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

If you’ve got a customer service background, if you’re a confident communicator and looking to take on a new challenge, this could be just the job for you.

You don’t need financial services or call centre experience, you’ll be fully trained. What’s important is that you want to get things right for our members and leave them smiling. And 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.

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

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

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.
  • 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. 

Once you 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.

 

Inbound Customer Service Advisor - Home New Business

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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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