Inbound Customer Service Advisor

Do you have a real passion for providing excellent Customer Service?

Working for Nationwide Building Society you will have the opportunity to change someone’s life for the better. You’ll take care of our customers from guiding them through online banking to discussing our range of services whilst adapting our style to suit all our member’s needs.

At Nationwide our Contact Centres provide Legendary Service. Our consultants feel what our customers feel and do the right thing on every call. As a consultant you’ll answer calls and support the customer with their questions and look at what else you can further support them with, whilst you are with them.

What you’ll be doing

The first 6 weeks of training will be based on site at our Northampton office, after this you will be required to attend the office 2 days per week.

This role is a 35-hour working week, working Monday to Friday, 9am-5pm.

We will be running an Assessment Centre for this position; therefore, you must be available to attend our Northampton office on the 22nd or 23rd September, for a start date of Monday November 10th.

Bring your enthusiasm for helping and we’ll give you full training before you take a single call. Strong teamwork is built into the way we do things so, even at home, you’ll have lots of support from friendly colleagues.

Handling a range of inbound calls, you’ll play a central role when it comes to supporting our members. We’re a building society not a bank, so our customers are members of our Society. Their needs are at the heart of everything we do.

You could be guiding them through online banking or discussing our range of products and services, adapting your style to suit each customer, and making sure they get the outcome that’s right for them.

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 at our Northampton 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.

About you

If you’ve got a customer service background, if you’re a confident communicator and looking to take on a new challenge, this could be just the job for you.

You don’t need financial services or call centre experience; you’ll be fully trained. What’s important is that you want to get things right for our members and leave them smiling. And we’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because our members are made up of so many different kinds of people and we want our employees to be just as diverse.

Skills we require:

• A passion for doing the right thing for our customers

• Competent IT skills

• Working within a fast-paced environment

• Good attention to detail and accuracy

• Confident on the phone and able to build rapport with customers

• Committed and willing to learn

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

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 you’d like to apply, just click the ‘Apply now’ button. We’ll then confirm we’ve received your application successfully and invite you to the first stage, our online assessments!

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 on 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 colleague’s giving you a really good idea of what it’s like to work here at Nationwide.