Our Fraud Detection Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them, you’ll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You’ll be primarily helping customers who have been a victim of fraud, which means there’ll be some tough conversations – but your resilience and ability to empathise will be encouragement to those who need it most.
Despite the challenges you’ll face, there’ll be opportunities to make memorable experiences for customers – something that our team is extremely passionate about, and that’s an extremely rewarding part of the role. You’ll need to be a great listener, have patience, and demonstrate a caring manner. It’s vital that you can get the basics right, focus on the detail, and work to a high degree of accuracy.
We're currently recruiting for a 17th of August 2026 start date. Please only apply if you can commit to this time frame and note that no annual leave will be permitted during the first two months in this role while you undertake training.
You will work full-time, 35 hours per week, with shift rotations between the hours of 8am and 7:30pm, Monday to Friday, with 1-in-4 Saturdays working 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 be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be once a month in Glasgow, Leeds or Gosforth. If your application is successful, your hiring manager will provide further details on how this works.
Virgin Money is now part of Nationwide
Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
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.
You will offer guidance, support, and reassurance to customers, including those experiencing or approaching financial difficulty and those who may be vulnerable to fraud or scams. By demonstrating strong curiosity and a genuine desire to understand each customer’s situation, you will identify the best possible solution for both the customer and the business. The role involves liaising with third parties to ensure customers are fully supported and receive a service aligned with best practice and regulatory requirements.
Using effective questioning, active listening, and confident communication, you will accurately summarise key information while working within defined policies and procedures. You will also be comfortable constructively challenging established processes, where necessary, to achieve the right outcome. Emotional resilience, honesty, and openness are essential, as there will be challenging days, and being a supportive team player who contributes positively to colleagues throughout the day is a vital part of the role.
For this role, you will have/be:
A genuine passion for delivering outstanding customer experiences and ensuring the best possible outcomes for our customers
Previous experience in a customer service role within a call centre. We also highly value transferable skills gained in other customer-focused environments, such as retail or hospitality
The ability to be insatiably curious, asking questions, challenging the norm, and negotiating to deliver the best solution
A proficient communicator with a sincere approach to understanding customer needs and delivering heartfelt service
A caring, positive attitude with a genuine passion for helping others to exceed our customers’ expectations
The ability to multi-task – listen to customers, while investigating / reviewing information
Experience / confidence with dealing with customers and customer behaviours
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
Access to 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.
