Here in Customer Resolutions, we’re proud to offer a Simply Brilliant Service. We take pride in listening to our customers. A complaint is an opportunity, an opportunity to learn from our customer and Put things Right (when they go wrong) and Stop them Happening (for other customers in the future).
Your role as a Specialist Service Consultant will be critical in helping us to improve the customer experience for all our customers. It's really important you enjoy speaking to customers; we want people who truly care about listening to our customer at times when they need us the most. We need you to be curious in nature, to understand what has happened, and have the confidence to speak to our customers to reach the right outcome, first time.
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 role, 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, Masterton Park, or Wakefield 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.
The training will be approximately 3 weeks long, requiring 35 hours across Mon-Fri, with no days off permitted during this time. During this period, you will complete business-critical training which will be highly important to your own development. The training will involve 4 days each week face-to-face at any of the locations; if this is a location away from your nearest site, this would be expensed. You may be required to come into your nearest location for sign-offs or as needed throughout the training period.
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
The Specialist Service Consultant role within Customer Resolutions is an agile role that can work across Operations to provide support wherever needed. Whilst we are recruiting to work in Complaints and Remediation, you may be required to work in other parts of the business such as Training and Competency or Customer Data Operations.
Listening to our customers is at the heart of this role, alongside being inquisitive and finding resolutions. You will have the accountable freedom to contact our customers, investigate their concerns to understand what has happened, and then make your decision to resolve the complaint or put things right for our customers.
Sometimes this can lead to challenging conversations, and whilst you will receive great training through our Training Team, you’ll need to be confident, articulate, and clear, both on the phone and when writing letters.
You’ll need to be able to prioritise to ensure we respond to our customers within regulatory timescales. You’ll need to have the ability to work on several complaints/processes at any time.
You’ll also have the opportunity to shape our future; when you see something that could be done better, you’ll be encouraged to share your ideas to support the wider community in making changes to ensure we continue to deliver legendary service.
About you
As a minimum requirement, you will have:
* Good telephony, customer service, and administrative skills.
* A passion for customer service and can demonstrate when you have gone above and beyond for a customer.
* Demonstrable experience of providing specialist support to customers and identifying their needs, utilising your skills and training to interpret policy and arrive at the appropriate outcome.
* Examples of when you have had to adjust your communication style and tone in line with a difficult or sensitive customer situation.
* Experience working in a fast-paced environment, utilising good planning and organisational skills to manage workload and prioritise multiple tasks.
Our customer-first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
* Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind.
* Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand.
* Push for better - We don’t settle for mediocrity; we challenge the status quo, taking responsibility for continuous improvement and personal development.
* Get it done - We prioritise what will have the greatest impact; we are decisive, and we take accountability for delivering brilliant customer outcomes.
You can strengthen your application by showing how our customer-first behaviours resonate with you and where you may have already demonstrated these.
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 in 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.
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we’re owned by our members - those customers who bank, save, or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us, supporting them and their lives.
If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.
We are Purpose-driven. Uncompromisingly Customer. Unstoppably 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.
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