Inbound Customer Service Advisor

At Nationwide we help you build a career, not just a job. There are so many ways that you can develop, progress, and contribute to our success from learning and growing. From being open to trying new things through secondments or taking on a different or broader role which develops new skills. Many of our contact centre colleagues progress into other roles, taking their new skills to support our customers in the moments the matter most to them. When you push for high performance - from yourself and those around you - you thrive at Nationwide.

You will be working 35 hours per week, between the hours of 8am-8pm, Monday to Sunday, with shift patterns typically based on a 3-week rotation of early, mid and late shifts. You will also need to be available to work weekends and bank holidays.

The start date will be the 24th February 2025 and you will be based in our Swindon office.

You will be required onsite for the first 4 weeks during your initial training. Due to the structured training programme, no holiday can be taken within the first 6 weeks of your start date

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.

Following training, for this job you'll spend at least two days per week, based at our Swindon office. If your application is successful, your hiring manager will provide further details on how this works.

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

• Navigating the world of banking, providing expert guidance and support to Customers
• Solving complex financial queries, turning challenges into opportunities for Customer satisfaction, ensuring every call is a chance to showcase your banking prowess
• Building meaningful relationships with Customers, becoming their trusted support in the labyrinth of financial services
• Thrive in a fast-paced environment where your decisions can make a real difference in people's financial lives
• Experiencing the thrill of working in a sector that's constantly evolving, with new technologies and trends to conquer, allowing you to stay ahead of the curve by mastering the latest banking products and regulations
• Embracing the challenge of meeting our goals, with the satisfaction of knowing you're helping to shape the future of banking

About you

You might have Customer service experience or other transferrable skills which will make a difference to our Customers. Working with high volumes of calls requires resilience, patience, and an ability to solve a wide range of problems.

To provide our Customers with simply brilliant service, you will need:

• Strong empathy and resilience, excellent communication, and flexibility to effectively interact with Customers and resolve their issues
• The ability to quickly identify and resolve Customer issues, often requiring critical thinking and the use of available resources
• A Customer-Centric Approach - Prioritising Customer satisfaction by actively listening, providing efficient solutions, and ensuring a positive Customer experience
• Proficiency in using various software applications and handling digital communication efficiently is crucial for managing Customer interactions and administrative tasks
• Great knowledge retention about our products and services to provide accurate and helpful support
• A flexible team player, playing your part in the wider team to meet customer needs

Our Customer First behaviours are all about putting Customers at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight- This is about being honest and direct with good intent and saying what needs to be said in the room. It's also about being clear, precise, and using language that we and, importantly, our Customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our Customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

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.

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
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• Wellhub - Access to a range of free and paid options for health and wellness
• 25 days holiday pro rata

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.