Customer Support Associate (Financial Care Team)

At Nationwide we know that financial difficulties can happen to anyone. When our customers need us most our Financial Care Team is there to provide support guidance and practical solutions. Were looking for compassionate curious and resilient individuals to join our frontline telephony team.

This is a role where listening matters. Every conversation is an opportunity to understand a customers circumstances build trust and help them find a way forward. If youre someone who enjoys helping people asking the right questions and finding solutions that genuinely make a difference this could be the perfect role for you.

In this role you will be working35 hours per week and your shifts will be between the hours of 8am - 7pm Monday to Friday.

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 role youll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow Gosforth or Leedssite approximately once per month. If you are based at an office location youll be expected to meet our hybrid working requirement of at least two days a week or 40% of your working time if part-time in the office. If youre based at our Glasgow office this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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.

Youll be employed by Nationwide from day one delivering real impact and benefitting from a highly competitive range of benefits. Were a workplace where youre 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.

What youll be doing

As a Customer Support Associate within our Financial Care Team youll support customers who may be experiencing financial difficulty and who are struggling to meet their monthly commitments. Through sensitive and often challenging conversations youll take the time to understand each customers individual circumstances and identify the most appropriate support available.

This is a highly customer-focused telephone role. Youll spend much of your day speaking directly with customers so exceptional listening skills empathy and the ability to build rapport quickly are essential. Often what makes the biggest difference is not just what you say but how well you listen.

Working within a regulated environment youll balance customer care with responsible decision-making ensuring every customer receives fair and appropriate support.

About you

What we are looking for:

• Outstanding listening skills with the ability to understand the full picture before reaching a solution
• Excellent verbal communication skills and the confidence to have sensitive conversations over the telephone
• Strong problem-solving and decision-making abilities
• Genuine empathy and a passion for helping customers through difficult situations
• Resilience and emotional intelligence when dealing with challenging circumstances

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 were 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 dont 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 youll get

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

Banking but fairer more rewarding and for the good of society

We forge our own path at Nationwide.

As a mutual were owned by our members - those customers who bank save or have a mortgage with us. We challenge the financial sector status quo. We dont 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 youre inspired by fairer finances passionate about making a meaningful impact and truly care about our customers youre 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 this role is for you please click the Apply Now button. Youll need to attach your up-to-date CV and answer a few quick questions for us.

Once weve received your application successfully we will invite you to the first stage; our online assessments!

Within a few hours youll receive a link to your unique candidate hub here well 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 whats important to us in a member facing role at Nationwide.

In your candidate hub youll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what its 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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data please read our .

If you want to find out more about using AI in our recruitment process please read more here.

Disability Confident

Were not just guided by data were driven by the real experiences of our people. Were a Disability Confident Level 3 Leader the highest level.

Thats why were constantly evolving our policies and practices to make sure everyone feels genuinely supported valued and empowered to champion inclusion. Whatever your needs were here to support you. If you need any additional support throughout your application journey email our team at Recruitment Support.

Apply safely with Nationwide

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Please note that should you be successful in securing this role the job title on our internal systems will be Customer Support Associate.