Job Description

Join Nationwide, where as a member-owned mutual, we put people before profit and make a meaningful difference during life's most challenging moments.

As a service consultant within specialist customer support, you'll be the first point of contact for our members and their families. This can range from calls supporting personal representatives with bereavement notifications, and queries to family members enquiring on the power of attorney registration process. Providing compassionate and efficient support, handling calls with emotional sensitivity delivering a simply brilliant experience.


The working hours for this role are 35 hours per week, working Monday to Friday 9am-5pm, and one in three Saturdays 9am-12pm with time back in the week.


We are happy to consider flexible working approaches to help you perform at your best.


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 our Northampton, Swindon, London, or Dunfermline office. Whilst these locations are where we are primarily looking to fill the role, if you're an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. 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 will be answering calls from family members, third parties and our frontline colleagues with a high degree of empathy and using sensitive questioning to identify their individual needs.


You will be dealing with enquiries throughout the bereavement process and giving information on next steps, ranging from processing a notification, to what documents are required, and how to proceed to closing accounts or dealing with debts outstanding.


You will use multiple systems to identify and provide account information on new and existing cases and identify when expert collaboration is appropriate. It'll be your responsibility to guide the caller to these sources of support, whether this be either internal or external support networks and charities.

About you

Being a people person is key, as you'll be answering calls from family, friends, and third parties notifying us that a loved one has passed away. You will be offering condolences and providing information and support that is needed to register the bereavement.


You'll often be the individual who first makes contact with our vulnerable callers, so you'll need to listen and understand their needs by asking the right questions and communicating clearly to them, so they understand how we can support them during this difficult time.


You will need to retain a high level of information on the full bereavement process, multiple stages and complex enquiries.


Displaying customer first behaviours, empathy is key and being able to adapt your style on each call to our members and colleagues is crucial.


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.

Benefits

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

Our purpose

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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Benefits:


Company pension Flexitime Health & wellbeing programme Life insurance Paid volunteer time Work from home
Work Location: In person