Specialist Service Consultant

At Customer Resolutions were passionate about delivering a brilliant service. Every complaint is more than a challenge its an opportunity to learn improve and make things right for our customers. 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 youll 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. Were looking for curious confident individuals who can understand what has happened and work with customers to reach the right outcome - first time every time.

If you are internal and have experience handling complaints within the 3-business day process wed love to hear from you.

We are currently recruiting UK-wide for our next induction date in January 2027. The initial training will last 3 weeks. Its essential to ensure you are set up for success so no time off will be permitted during this time. Whether youre new to Customer Resolutions or bring experience this training is key to your development so this phase will 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 well always provide plenty of notice and will again cover any necessary expenses.

Typical working hours for this role are 9am-5pm 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 job youll 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 youll be expected to spend at least two days a week or if part time youll 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.

What youll be doing

This is an agile role within Customer Resolutions meaning youll support different areas of Operations as needed. While your primary focus will be Complaints Handling you may also work in areas such as Training & Competency or Customer Data Operations.

In Complaints Operations listening is at the heart of what we do. Youll 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 customers experience and making fair informed decisions. Some conversations may be challenging but youll receive excellent training and support to help you succeed.

Youll 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.

About you

As a minimum requirement youll 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

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 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.

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