Senior Collector and Negotiator

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

The Collections & Recoveries department plays a vital role in supporting our customers through difficult and sensitive situations.

As Senior Collector and Negotiator, you’ll speak with our customers respectfully and empathetically to fully understand their circumstances and work through the options available. Using in-depth questioning skills, you will build a great rapport to guide them over the phone to achieve the best mutual outcome. 

If you’re a team player, able to work and thrive in a dynamic environment and demonstrate consistent commitment in putting our customers first, then this could be the role for you.

We do have part-time opportunities available, working a minimum of 28 hours per week (the advertised salary would be pro rata for part-time roles). We are happy to consider flexible working approaches to help you perform at your best. 

The team cover our core business hours between 8am-8pm, working Monday – Friday and one in three Saturdays. Where you work a Saturday, you'll get this time back elsewhere in the week. You will work contracted shifts on a rotational basis and will be given 8 weeks’ notice of your shift pattern. 

This role is to start in early February. 

Training for this role is typically for 9 weeks. For your first week of training, you will be required to be on site in Northampton. The training period will require you to work the hours of 9am - 5pm.

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 either be located at your nearest regional hub or office. There will be a need to regularly connect with colleagues for collaboration events in one of our hubs or office sites. This is anticipated to be once a quarter if your nearest to a hub or spend at least two days per week if your nearest to an office, or if part time you'll spend 40% of your working time at an 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

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 responsible & accountable for always keeping our members' data safe and secure.

• To have access to a dedicated workspace free from all distractions.

• To 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.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

•    25 days holiday
•    From January 2026, all Nationwide colleagues will benefit from private medical insurance
•    A highly competitive pension to help you build a strong foundation for retirement
•    Access to an annual performance related bonus
•    Training and development to help you progress your career
•    A great selection of additional benefits through our salary sacrifice scheme
•    Life assurance to provide peace of mind for you and your loved ones in the event of your death.
•    Wellhub – access to a range of free and paid options for health and wellness
•    Up to 2 days of paid volunteering a year

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.

Once we’ve received your application successfully, we will 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 around what’s important to us in a member facing role at Nationwide. 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.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

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.