At Customer Resolutions, we’re passionate about delivering a brilliant service. When something goes wrong, we put it right. And when we see an opportunity to prevent it happening again, we take it!
As a Specialist Service Consultant, you’ll play a vital role in shaping an exceptional experience for every customer. If you genuinely care about people, love listening, and thrive on solving problems, this could be the perfect role for you. We’re looking for curious, confident individuals who can understand what has happened and work with customers to reach the right outcome - first time, every time.
We are currently recruiting UK-wide for our next induction date of the 19th October. The initial training could last up to 3 weeks. It’s essential to ensure you are set up for success, so no time off will be permitted during this time. Whether you’re new to Customer Resolutions or bring experience, this training is key to your development, so this phase could include 4 face-to-face days per week at designated locations. Expenses will be covered if travel is required.
Travel to one of our sites may also be required during your day-to-day role, but we’ll always provide plenty of notice and will again cover any necessary expenses.
Typical working hours for this position are 9:00am to 5:00pm, Monday to Friday, totalling 35 hours per week.
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 office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the 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.
This is an agile role within Customer Resolutions, meaning you’ll support different areas of Operations as needed.
In Complaints Operations, listening is at the heart of what we do. You’ll handle complaints received through multiple channels, phone, web chat, or in a branch, and take ownership of resolving them. That means speaking to the customer, investigating the issue, understanding the customer’s experience, and making fair, informed decisions. Some conversations may be challenging, but you’ll receive excellent training and support to help you succeed.
In Remediation the focus is on fixing historic and newly arising issues maintaining the customer at the heart of all decision making and ensuring the same issues will not arise again. Remediation focuses its customer contact on letters and telephony to ensure we have the best opportunity to speak to the customer and put things right for them. It’s a fast-paced environment with lots of change which makes it highly rewarding to be part of.
You’ll manage your own worklist, prioritising effectively to meet regulatory timescales. With multiple cases on the go, strong organisational skills are essential.
We encourage you to share ideas and help shape the future of our service. When you spot something that could be improved, your voice matters.
As a minimum requirement, you’ll have:
- Proven experience in assessing customer needs, interpreting policy, and making informed decisions
- The ability to support colleagues with complex queries
- Experience of financial services complaint handling or complaint handling in another regulated industry
- Strong customer service, telephony, administrative, and IT skills
- Outstanding communication skills, written and verbal, with the ability to handle sensitive situations and provide clear guidance
- Experience thriving in a fast-paced, changing environment
- Excellent planning and organisational skills to manage multiple priorities
- Openness to work across multiple different business areas
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.
There are all sorts of employee benefits available at Nationwide, including:
25 days holiday, pro rata
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
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.
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.
