Customer Service Consultant

Alexander Mann Solutions (HK) Limited; Bournemouth; Hybrid; GBP 17,000 - 24,000; Full time

Benefits offered by this job

Hybrid work model

Full training provided

Job summary

Alexander Mann Solutions (HK) Limited is recruiting on behalf of Nationwide for a Customer Service Consultant. The role is a 12‑month temporary-to-permanent contract, based on a hybrid setup at Nationwide Office, Portman House, Bournemouth.

You will support customers by phone on mortgage applications and servicing, with full training and a chance to progress. The position suits empathetic individuals with strong communication, who are comfortable using a computer and delivering a great customer

Qualifications

• Customer service background and empathy for members.
• Confident communicator and comfortable using a computer.
• Full training provided; no prior financial services experience required.

Responsibilities

• Handle inbound telephone queries related to mortgage applications and servicing.
• Update customers on mortgage application status and provide general queries.
• Support vulnerable customers with professionalism and empathy.
• Perform light data input and record-keeping tasks.

Skills

Customer service

Telephone support

Communication skills

Computer literacy

Job description

If you’re looking to gain valuable customer 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 is recruiting Customer Service Consultanton a12‑month temporary to permanent contract, working on a hybrid basis at our Nationwide Office, Portman House, Richmond Hill, Bournemouth, Dorset, BH2 6EP.

As a Customer Service Consultant, you’ll be the first point of contact for our customers, supporting them over the phone with their mortgage applications and servicing. We’re looking for people who are empathetic, understanding and genuinely care about delivering a great customer experience. If you take pride in helping others and want to make a positive difference, this could be the role for you.

You’ll receive full training, along with the support of a friendly and experienced team who will coach and guide you, ensuring you have everything you need to succeed in your role.

We're offering a£14.56 hourly rate, working a total of 35 hours per week between; Monday - Friday 8am-6pm and 1 in 4 Saturdays 9am-2pm, with time off in lieu.

Job description - the role

During the training period You’ll be required to work onsite at Nationwide, Monday - Friday 9am-5pm – 5 days a week for your first 3-4 weeks, depending on progress.

At Nationwide, we support 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 40% of your working week and the remaining 60% can be done remotely

What you’ll be doing

• Handling inbound telephone queries related to mortgage applications and servicing
• Updating customers on their mortgage application status and with general mortgage related enquiries
• Managing vulnerable customers with professionalism and empathy, understanding a variety of life events that may impact their mortgage needs
• Performing a small amount of administrative work - data input, keeping records up to date

About you

If you’ve got a customer service background, if you’re a confident communicator and looking to take on a new challenge, this could be just the job for you. You’ll also be comfortable using a computer or laptop. You don’t need financial services experience; you’ll be fully trained. What’s important is that you want to get things right for our customers and leave them smiling. And we’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because we want our employees to reflect the diversity of our members and thrive in an inclusive environment.

Candidate Profile: Key accountabilities, skills & experience

We need you to:

• Passionate about doing the right thing for our members
• Resilient and open to challenges
• Customer service experience - preferably in a telephony-based role
• Capable of handling complex queries
• Have access to a secure and reliable internet connection
• Enjoy working within a fast-paced environment
• Show excellent attention to detail and accuracy
• Be confident on the phone and able to build rapport with our members

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.