Customer Advisor

EMEA3 Recruitment; Bournemouth; Hybrid; GBP 19,000 - 21,000; Full time

Benefits offered by this job

Hybrid working

Full training and ongoing support

Job summary

Nationwide is seeking a Customer Advisor for a 12-month contract in Bournemouth. You’ll handle telephone, web chat and email queries for intermediaries, offering guidance on Nationwide and TMW products.

During training you’ll work onsite at Nationwide House for the first weeks. After training, the role becomes hybrid, with approx. 40% in office and 60% remote, structured around 9am-5pm, Monday to Friday.

Qualifications

• Previous customer service experience, particularly handling customer queries over the telephone.
• Experience in a telephony-based, contact centre or customer-focused environment is preferred.

Responsibilities

• Provide telephone, web chat and email advice/support to intermediaries and Business Development Managers on mortgage products and criteria.
• Handle pre-application queries and ensure responses align with policy and SLAs.
• Progress queries from brokers and guide them through Nationwide and TMW processes.

Skills

Customer service

Telephone support

Communication skills

Attention to detail

Problem solving

Tools

CRM systems

Job description

Enjoy helping customers and building new skills?

If you're looking to gain valuable customer service and administration experience with the UK's best bank, as voted by Forbes 2026, this could be a great opportunity for you.

On behalf of Nationwide, AMS are seeking a Customer Advisor for a 12-month contract, working within our Dedicated Broker Support team, at our Nationwide Office in Portman House, Richmond Hill, Bournemouth, BH2 6EP.

We're offering a £14.29 hourly rate, working a total of 35 hours per week, Monday to Friday, 9am to 5pm.

Hybrid Working

During the training period, you'll be required to work onsite at Nationwide House, Monday to Friday, 9am to 5pm.

At Nationwide, we support an at-home working approach wherever possible, giving you the flexibility to do your best work from home for the majority of your time. Following the training period, you'll be required to attend the office for approximately 40% of your working week, with the remaining 60% worked remotely.

Job description - the role

What you’ll be doing

You’ll be part of our Dedicated Broker Support team providing telephone, web chat and email advice / support to our Intermediaries and Business Development Managers on products, criteria and pre-application queries for both Nationwide and TMW brands. Handling and resolving queries from intermediaries (on behalf of the sales force) either to conclusion or elevate in accordance with Nationwide’s policy. Working towards department SLAs, targets and deadlines, delivering excellent customer service by ensuring the needs of the broker are met in line with group policy.

• Act as a key point of contact for mortgage brokers, building positive and professional relationships through every interaction.
• Act as a trusted point of contact for mortgage brokers, managing a variety of pre-application queries through inbound calls and web chat. Build strong relationships by delivering accurate, timely advice and guiding brokers through Nationwide and TMW products, criteria and processes. You will manage a varied workload, from straightforward questions requiring quick resolutions to more complex first-time buyer and lending scenarios.
• Ask relevant probing questions to fully understand broker requirements and provide the most appropriate support and guidance.
• Progressively develop your knowledge across both Nationwide and TMW brands, with opportunities to broaden your expertise after completing initial training.
• Utilise multiple systems and technologies to efficiently manage customer interactions and maintain accurate records.

Candidate Profile: Key accountabilities, skills & experience

About you

We’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because our membership is made up of many kinds of people and we want our colleagues to be just as diverse.

• Has previous customer service experience, particularly handling customer queries over the telephone.
• Has experience working in a telephony-based, contact centre or customer-focused environment, although industry-specific mortgage experience is not essential.
• Is confident building relationships and establishing rapport with customers and stakeholders over the phone.
• Enjoys working in a fast-paced environment where every interaction is different.
• Is an excellent communicator with strong verbal and written communication skills.
• Has strong listening and questioning skills, enabling you to understand customer needs and provide effective solutions.
• Demonstrates excellent attention to detail and accuracy when handling information and following procedures.
• Is comfortable using multiple systems and technology platforms, with good computer literacy and the ability to learn new systems quickly.
• Is adaptable, enjoys learning new skills and is keen to develop knowledge within the mortgage and financial services sector.
• Takes a proactive approach to problem solving while delivering exceptional customer service.

If you’re a proactive team player with a commitment to delivering high-quality service, we’d love to hear from you!

About the client

Why work at Nationwide?

We're different from other financial service providers. We're a bank, owned by our customers. And for over 130 years, we've supported those customers to make the most of their money and achieve what they want from life.

That's reflected in the way we work here at Nationwide. We come together to make sure we're doing things in the best way possible, both for each other and for our customers. If you join us, you'll be part of that. You'll be able to help us build something really quite special. And you'll have the opportunity to make a real difference.

As a mutual organisation, we are guided by a social purpose which we interpret as 'Building Society, Nationwide'. A key element of fulfilling this purpose is employing a mix of people that reflect the wider communities that we serve.

On top of that, we always want you to be yourself. To use your skills and experience to make our Society stronger. To feel valued for who you are, not just what you do. Because here at Nationwide, we understand that we can do more together than we ever could alone.

Next steps

What's on offer?

• £14.29 per hour
• 35 hours per week
• Hybrid working following training – mandatory full time in the office for first 6-8 weeks.
• Monday to Friday, 9am to 5pm
• Full training and ongoing support
• Start date Early September