Mortgage Representative

Youll make an impact by guiding customers through one of lifes biggest decisions - their mortgage journey. Whether theyre buying their first home moving house or making changes to their current mortgage youll support them with empathy and integrity.

Whether its a first step or a fresh start were here for our customers - every step of the way. Our colleagues bring care clarity and expertise to every conversation making the mortgage journey smoother simpler and more human.

At Nationwide we put our customers at the heart of everything we do its how we think act and deliver every day. Its why were rated the UKs best high street banking provider for customer satisfaction. And its why we are the Which Best Banking Brand of the Year 2025. We are Uncompromisingly Customer.

Ready to make an impact

We are happy to consider flexible working approaches to help you perform at your best.

The working hours (per week) for this role are 25-35 hours within our core opening times. Your schedule will include working Monday to Friday between 8am-6pm and will include working one Saturday in every three weeks from 8:30am - 4pm. Well make sure you receive your schedule six weeks in advance so you can plan with confidence.

The initial training will last 7 weeks Monday - Friday 35 hours a week. Its essential to ensure you are set up for success so no time off will be permitted during this time. Whether youre new to mortgages or bring experience this training is key to your development.

Our training includes two consecutive face-to-face days at one of our offices. If its not your usual location well cover travel and overnight accommodation. You may also be asked to attend the office more often during the training period to help you settle in and set you up for success.

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 youll spend at least two days per week or if part time youll spend 40% of your working time based at either our Swindon Northampton Dunfermline Wakefield Bournemouth Glasgow or Sheffieldoffice. 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. You can also find out more about our approach tohybrid working here.

Whilst these locations are where we are primarily looking to fill the role if youre an internal applicant based in a different location we would welcome your application and if successful your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach tohybrid 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.

What youll be doing

Taking inbound calls in a lively environment youll help customers with clarity speed and care. Confident and clear youll ensure you get things right every time.

No two calls are the same; youll use a variety of systems to help customers with their mortgages guiding and supporting them through big decisions clearly calmly and with compassion. Even when the news isnt what theyd hoped for youll be supportive and reassuring.

Through comprehensive training youll gain an in-depth knowledge of our award-winning product range enabling you to talk to customers with confidence. This ensures you can offer options tailored to each customers needs and situation. Providing a service thats professional secure and seamless with an uncompromising focus on our customers.

Well fully train you so youll quickly gain the skills and confidence to talk about our award-winning mortgage products. From your very first call youll be ready to support customers through skilful conversations through our digital journeys as well as on the telephone.

Were committed to your growth. From day one youll have our ongoing support to help you thrive in your role. As you build your expertise youll have access to a wide range of development opportunities. Whether you look to deepen your knowledge broaden your skills or take the next step in your career we will support you every step of the way.

As part of our flexible approach you may support customers across multiple brands within the Mortgage Contact Centre. We are passionate about delivering brilliant customer service and this commitment is reflected consistently across all our brands helping us provide the best possible service when customers need us most.

About you

Were looking for people who bring energy empathy and passion for delivering simply brilliant experiences.

As a minimum requirement you will be/have:

• Experience of working in a lively customer-facing role where clear communication and problem-solving were key. Or you may have a background in Financial Services

• A strong track record of delivering outstanding service. Youve gone the extra mile for customers and you can give us examples of how you have done this

• The ability to communicate confidently and clearly. You know how to adapt your tone show empathy and connect with all kinds of people

• Comfortable navigating multiple IT systems - whether its managing customer details or navigating internal systems to find information quickly and accurately

• Strong analytical skills. You know how to weigh up different sources of information and make sound decisions demonstrating how you reached your decision always in line with policy

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.

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 morehere.

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 atRecruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing so take a moment to check the role is listed on our official careers site and read our guidance onDont be conned by a job scam.