Job Description

Join Nationwide's Collections & Recoveries team where your empathy and communication skills will make a genuine difference to customers navigating financial challenges.

Are you looking for a rewarding career supporting customers through challenging times?


People need our help more than ever within our Collections & Recoveries department. You'll use your customer service skills to guide them delicately over the phone to achieve the best outcome for customers facing difficult situations.


With your strong work ethic, we will give you full training and support to carry out the role successfully and support you with your development.


This position is a full-time 35-hour working week, Monday - Saturday. You will be required to work 1 in every 3 Saturdays and be fully flexible for shift patterns between the hours of 8am - 8pm, however we do have part-time opportunities available, working a minimum of 21 hours per week.


If this role is advertised as part-time the salary will be pro rata.


This role is to start on 5th October 2025


Interviews will take place remotely between 18th-26th August


For your first week of training you will be required to be on site in Northampton.


The remaining 6-8 weeks of training will require you to work the hours of 9am - 5pm.


After training is completed, you will be based on site 2 days per week, if you are within a reasonable distance to Northampton.


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 be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. 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

At Nationwide we believe in helping others, that's where you come in. We're looking for people with a positive and inquisitive mindset and a commitment to support our customers when they need it most. Your role will be to help our customers who are facing financial difficulty. This will entail having honest conversations about their personal and financial situation, to enable you to establish which options are most suitable to get them back on track.


This is a telephone-based role that will involve speaking directly with customers, showing sensitivity and empathy through what can be difficult and often sensitive conversations. This will require you to have a level of personal resilience.

About you

You might already be from a Customer Service background, but even if you are not and are looking for a change in career where you can make a real difference in people's lives, then this opportunity is for you. We'll give you all the training you need to set you up for a successful journey with us in this highly rewarding role.

You'll need to:

Be resident and eligible to work in the UK Be based within a commutable distance from our hubs as per our hybrid working policy Be responsible & accountable for always keeping our members' data safe and secure Have access to a dedicated workspace free from all distractions Have access to a private, stable and ideally super-fast broadband connection
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 on your application to give yourself the best chance.

Benefits 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.


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 videos from our colleagues giving you a really good idea of what it's like to work here at Nationwide.


Best of luck in your application!