Job Description

If you have recent experience in a fast paced customer service environment, if you're a confident communicator, passionate about customer satisfaction and looking to take on a new challenge in an established business, there's really no better place for you.
As a Mortgage Representative you will play a key role taking inbound calls throughout the day in our fast-paced Mortgage team. This is a fantastic opportunity to join a thriving inbound team taking varying calls using different systems from our customers every day, where no two calls are the same and you will be fully trained before you start interacting with our customers.
As a Mortgage Representative at Nationwide, you'll be making our members' lives easier and helping them to make the big decisions for their future by being the first point of contact in their Mortgage application journey and servicing their existing mortgage needs in future interactions. At times you will be responsible for handling conversations and supporting our customer through more difficult situations
This role requires people who can work 25-35 hours a week. As this is a Telephony team with core opening hours, you'll have contracted hours. Your schedule will include working Monday to Friday, between 8am-6pm and alternate Saturdays from 8:30am-4pm and moving to one Saturday in every 3 from 2026. You will receive your schedule 6 weeks in advance.
You'll need to be within a 1-hour commute of the office location you're applying to work in. If the location you're considering is outside the 1 hour, then please check our that are closer to you.
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 Swindon, London, Dunfermline, Northampton, Bournemouth, Sheffield 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 .
The initial training is provided to ensure you are set up for success regardless of experience and mortgage knowledge you are bringing to us. The training will be across 7 weeks and you will be required to work 35 hours across Mon-Fri, no days off are permitted in this time. During this time you will be completing business critical training which will be highly important to your own development.
The training will involve 2 consecutive face to face days and this will be held at one of our offices, this could mean travelling and staying overnight if the office selected is not your base location. If the office selected is not your base location we will arrange travel and accommodation and this cost will be covered by Nationwide. You may also be asked to attend the office more frequently during the training period to support you into the role and strive for success.
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 play a pivotal role in preparing our members for mortgage advice via the phone and supporting them through mortgage digital journeys whilst also servicing their existing mortgage needs. Through training and on the job development, we'll equip you with an in-depth knowledge of our award-winning product range to be able to talk to customers with confidence.
That said, you will do more than just communicate; you'll provide different options for customers to choose from, depending on the customer's circumstances and needs. Using your acquired knowledge of the Mortgage function and wider business, you will help our customers with their mortgage need at first point of contact.
The focus will be to deliver a service that's professional, secure and in line with our operational procedures, keeping customer experience at the front of your mind.
About you
As a minimum requirement you will have:

• Extensive customer service, telephony or Financial service experience
• A proven track record of providing excellent customer service and be able to provide examples of where you have gone above and beyond for your customers
• The ability to communicate confidently and clearly, adjusting your tone of voice demonstrating empathy when required dealing with a wide range of People whilst multi-tasking with systems

• Good analytical skills and be able to demonstrate where you have made a decision using multiple sources of information in line with policy

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.
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.