Banking Associate

Nationwide Group; Newcastle upon Tyne; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Private medical insurance

Pension scheme

Bonus potential

Training and development

Salary sacrifice schemes

Life assurance

Wellhub for health and wellness

Volunteer days

Job summary

Nationwide is seeking a customer-focused advisor for our Credit Cards team to support customers across Live Chat and telephone channels. This role emphasizes solving problems, building relationships, and delivering expert information with a digital-first mindset.

You’ll work within a hybrid setup across UK offices, collaborating with colleagues to ensure excellent service and positive outcomes for customers.

Qualifications

• Experience delivering exceptional customer service in digital or in-person settings.
• Ability to handle telephony and live chat with accuracy and care.
• Comfort with learning and adapting to processes across multiple apps.

Responsibilities

• Interact with customers via Live Chat and Phone to resolve queries and provide expert product information.
• Process changes and requests while maintaining a digital-first approach for self-service.
• Go the extra mile for vulnerable customers and ensure high-quality customer outcomes.

Skills

Customer service

Telephone support

Digital channels

Empathy

Tools

CRM systems

Job description

Our Credit Cards team work in a fast-paced, exciting environment where no two days are the same. There’s a buzz in the department, and it’s the sound of us delightfully surprising our customers! We provide a fantastic all-round experience for new and existing customers, supporting them with a digital-first attitude and generally impressing them with our credit card support and expertise. Making our customers happy involves us building strong relationships, solving problems and having great conversations through our live chat, telephony, and social platforms.

Our opening hours are from 8am - 6pm, Monday to Friday, and Saturday 9am - 3pm. Shifts fall within these opening times following assigned shift patterns, such as 8am - 3:30pm or 10:30am - 6pm. You would also be expected to work the occasional Saturday shift for which you would be given a day off during the 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.

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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 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, 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.

What you’ll be doing

You’ll be speaking with our customers through various platforms such as Live Chat and over the Phone, supporting them with their queries and questions. You’ll also be actioning changes and requests and providing expert support and information around our Credit Card products and accounts.

Additionally, you’ll work towards, and achieve, excellent customer outcomes managing internal admin procedures whilst having a digital-first attitude so our customers can leave a conversation with the capacity to support themselves moving forward.

You’ll be expected to go the extra mile for our vulnerable customers, providing extra support and showcasing interactions that you wouldn’t get anywhere else.

About you

You will have:

• Strong experience delivering exceptional customer service in either a digital or face-to-face environment, with a focus on creating a positive, lasting impression
• Telephony experience with the ability to effectively assist customers in a remote capacity
• Speed, accuracy, and the confidence to provide expert service
• An open mind to learn and adapt to processes within our area
• Basic technological expertise in handling multiple applications at once

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.

Job Info

• Job Identification 5691
• Apply Before 11/16/2026, 11:55 PM
• Locations Jubilee House, Newcastle, NE3 4PL, GB 21 High Street, Birmingham, West Midlands, B4 7SL, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB Belfast City Hall, Belfast, Antrim, BT1 5AG, GB 47/49 Queen Street, Cardiff, CF10 2AS, GB 1 Gorse Stacks, Chester, CH1 3EQ, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB 83 George Street, Edinburgh, EH2 3ES, GB 177 Bothwell Street, Glasgow, G2 7ER, GB 94 Briggate, Leeds, LS1 6NP, GB 28 King Street, Maidstone, ME14 1DA, GB 48-50 Market Street, Manchester, M1 1PW, GB 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, GB 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB Nationwide House, Swindon, Wiltshire, SN38 1NW, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB 7/11 Montague Street, Worthing, BN11 3AX, GB

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Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

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