Collections Consultant

Nationwide; Northampton, Sheffield, Dunfermline; Hybrid; GBP 23,000 - 28,000; Part time

Benefits offered by this job

Private medical insurance

Pension scheme

Annual bonus

Training & development

Salary sacrifice scheme

Life assurance

Wellhub health and wellness

Volunteer days

Job summary

Nationwide is seeking a Collections Consultant to speak with customers by phone, understand their circumstances, and guide them to suitable options with empathy.

The role is hybrid, with shifts across core hours and occasional Saturdays. Training is provided, with flexible working arrangements and a focus on putting customers first.

Qualifications

• Experience speaking with customers over the phone with empathy.
• Ability to understand customer circumstances and guide to options.
• Strong communication and listening skills.

Responsibilities

• Talk to customers by phone to discuss options during financial difficulty.
• Show sensitivity and empathy in difficult conversations.
• Work within a hybrid model and adhere to shift patterns.

Skills

Empathy

Active listening

Questioning skills

Phone support

Job description

As a Collections Consultant,you’llbe required to speak with our customers respectfully and empathetically to fully understand their circumstances and work through the options available. Using in-depth questioning skills, you will build a great rapport to guide them over the phone to achieve the best mutual outcome.

If you’re a team player, able to work and thrive in a fast-paced environment and demonstrate consistent commitment in putting our customers first, then this could be the role for you.

The team cover our core business hours between 8am-8pm, working Monday–Friday and one in three Saturdays. When you work a Saturday,you'llget this time back elsewhere in the week. You will work contracted shifts on a rotational basis and will be given 8 weeks’ notice of your shift pattern.

Training will be provided for this role and is typically 9 weeks in duration, with the entire first and the 6th week being on site at our office in Northampton. The training will be Monday-Friday, 9am-5pm and Nationwide will cover the costs of your first week of training if you require accommodation and travel.

We are happy to consider flexible working approaches to help you perform at your best. This role can be between 28 and 35 hours a 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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either ourSwindon, Northampton, Bournemouth, Dunfermline, Wakefield or Sheffield office. 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 to hybrid 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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

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

• 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

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.

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 Privacy policy .

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

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 .

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 on Don’t be conned by a job scam.

Please note that should you be successful in securing this role the job title on our internal systems will be Senior Collector and Negotiator.

What you’ll be doing

At Nationwide we believe in helping others, and that’s where you come in. We’re looking for people with a positive and inquisitive mindset and a commitment to support our customers when they need it most. Your role will be to help our customers who are facing financial difficulty. This will entail having honest conversations about their personal and financial situation to enable you to establish which options are most suitable to get them back on track.

This is a telephone-based role that will involve speaking directly with customers, showing sensitivity and empathy to our customers through what can be difficult and often sensitive conversations. This will require you to have a level of personal resilience.

About you

For this role you’ll need to:

Be resident and eligible to work in the UK

Be based within a commutable distance from one of our offices or hubs as per our hybrid working policy

Be responsible and accountable for always keeping our members' data safe and secure

Have access to a dedicated workspace free from all distractions

Have access to a private, stable and fast broadband connection

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 5717
• Apply Before 10/30/2026, 11:55 PM
• Locations Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 66 Fargate, Sheffield, S1 2HE, GB Nationwide House, Swindon, Wiltshire, SN38 1NW, GB 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB