We’re looking for someone to join our High Risk Complaints Pillar, to provide simply brilliant service through actively managing complaints, establishing the root cause to put things right, and delivering the Society’s written final response.
As a Senior Member Relations Consultant, the complaints you handle will be more urgent, sensitive and complex in nature, helping to fix things for some of our most vulnerable and distressed customers. This could involve handling complaints for scam victims, bereaved customers, complaints where the Press are involved, repeat complainers or complaints related to verbal and abusive behaviour in our branches. We need to be clear, this role will undoubtedly involve managing our most challenging complaints and customer interactions. But it just so happens these can also be our most interesting and rewarding complaints to resolve.
Our Senior Member Relations Consultants also operate within our FOS complaints team. Whilst we are not looking to recruit this role into our FOS team at present, successful applicants may be required to flex into this area in the future to meet fluctuations in demand.
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, based at either our Northampton, Swindon or Dunfermline office. 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 here.
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
You'll be responsible for taking ownership of complex and sensitive customer complaints on a variety of issues across Nationwide’s full product and service range, to reach a good outcome for our customers and Nationwide.
Handling your own allocated worklist, you'll need to work on a stand-alone basis to prioritise and respond to customers within set regulatory timescales. You’ll have a personal mandate to agree compensation levels where required.
You’ll need to be a confident communicator, as you’ll be engaging with customers by phone and in writing, plus engaging with a wide network of internal stakeholders to help you get the information you need. This may involve the need to interact with colleagues in executive roles, including members of ExCo and Nationwide’s board.
The amazing work you’ll do for our customers will all need to be recorded and evidenced, both via our complaint management system, and in our separate capacity management tool to account for the time you spend.
If through handling complaints you spot something we can do better, we’ll expect you to share ideas that could improve our members’ experience, or even our procedures in complaints.
About you
The minimum requirements for this role are:
* Have extensive complaints experience through which you’ve developed the expertise to manage our most urgent, complex and sensitive complaints.
* Significant experience of financial services complaint handling, or complaint handling in another regulated industry.
* Extensive Customer Service experience.
* Ability to communicate complaint outcomes and decisions in a clear and empathetic manner (both verbally and in writing).
* Strong attention to detail - Can analyse data from a wide range of sources to be able to draw conclusions and make informed decisions.
* Experience of dealing with vulnerable customers who are at times angry or upset.
* Be able to confidently and professionally engage with senior stakeholders.
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.
* Wellhub – Access to a range of free and paid options for health and wellness.
* Access to an annual performance-related bonus.
* Access to training to help you develop and progress your career.
* 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.
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