Customer Service Consultant

Alexander Mann Solutions (HK) Limited; Newcastle upon Tyne; Hybrid; GBP 17,000 - 24,000; Part time

Job summary

Nationwide is looking for an exceptional Mortgage Contact Centre advisor to take inbound calls and guide customers through their mortgage journey with empathy and clear communication.

Fully training will be provided, with ongoing development opportunities. The role offers hybrid working with a core 35-hour week and a flexible schedule across UK sites such as Gosforth or Northampton.

Qualifications

• Experience in a lively, customer-facing role and strong service delivery record.
• Ability to communicate clearly and confidently with customers.
• Comfort navigating multiple IT systems to retrieve information quickly.
• Strong analytical skills and the ability to justify decisions with evidence.

Responsibilities

• Take inbound calls in a fast-paced environment guiding customers through mortgage journeys.
• Provide clear, empathetic support and explain options during moments of change.
• Undergo comprehensive training to understand product range and customer options.
• Participate in hybrid working with a focus on delivering excellent customer outcomes.

Skills

Customer service

Communication

IT systems

Analytical skills

Job description

At Nationwide, helping people into homes is what we do best.

You’ll make an impact by guiding customers through one of life's biggest decisions - their mortgage journey. Whether they're buying their first home, moving house or making changes to their current mortgage, you'll support them with empathy and integrity.

Whether it's a first step or a fresh start, we're here for our customers - every step of the way. Our colleagues bring care, clarity, and expertise to every conversation, making the mortgage journey smoother, simpler, and more human.

At Nationwide, we put our customers at the heart of everything we do - it's how we think, act, and deliver every day. It's why we’re rated the UK’s best high street banking provider for customer satisfaction. And it's why we are the Which? Best Banking Brand of the Year 2025. We are Uncompromisingly Customer.

Job description - the role

Taking inbound calls in a lively environment, you'll help customers with clarity, speed and care. Confident and clear, you'll ensure you get things right every time.

No two calls are the same; you'll use a variety of systems to help customers with their mortgages, guiding and supporting them through big decisions clearly, calmly and with compassion. Even when the news isn’t what they'd hoped for, you'll be supportive and reassuring.

Through comprehensive training, you'll gain an in-depth knowledge of our award-winning product range, enabling you to talk to customers with confidence. This ensures you can offer options tailored to each customer’s needs and situation. Providing a service that’s professional, secure and seamless with an uncompromising focus on our customers.

We'll fully train you, so you'll quickly gain the skills and confidence to talk about our award-winning mortgage products. From your very first call, you'll be ready to support customers through skilful conversations through our digital journeys as well as on the telephone.

We're committed to your growth. From day one you'll have our ongoing support to help you thrive in your role. As you build your expertise, you'll have access to a wide range of development opportunities. Whether you look to deepen your knowledge, broaden your skills or take the next step in your career, we will support you every step of the way.

As part of our flexible approach, you may support customers across multiple brands within the Mortgage Contact Centre. We are passionate about delivering brilliant customer service, and this commitment is reflected consistently across all our brands, helping us provide the best possible service when customers need us most.

The working hours (per week) for this role are 35 hours within our core opening times. Your schedule will include working Monday to Friday, between 8am-6pm and will include working Saturday in every three weeks from 9am to 2pm. We'll make sure you receive your schedule six weeks in advance so you can plan with confidence.

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, you'll spend 40% of your working time, based at either our Gosforth or Northampton. 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.

The initial training will last up to 8 weeks, Monday - Friday, 35 hours a week. It’s essential to ensure you are set up for success, so no time off will be permitted during this time. Whether you're new to mortgages or bring experience, this training is key to your development.

Candidate Profile: Key accountabilities, skills & experience

We're looking for people who bring energy, empathy and passion for delivering simply brilliant experiences.

As a minimum requirement, you will be/have:

• Experience of working in a lively, customer-facing role where clear communication and problem-solving were key. Or you may have a background in Financial Services


• A strong track record of delivering outstanding service. You've gone the extra mile for customers, and you can give us examples of how you have done this


• The ability to communicate confidently and clearly. You know how to adapt your tone, show empathy, and connect with all kinds of people


• Comfortable navigating multiple IT systems - whether it's managing customer details or navigating internal systems to find information quickly and accurately


• Strong analytical skills. You know how to weigh up different sources of information and make sound decisions, demonstrating how you reached your decision, always in line with policy

About the client

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.

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.

Next steps

What's on Offer

Start Date - 7 th December 2026
Contract Length - 12 Months (Temp to Perm)
Pay Rate - £14.56
Hours per Week - 35 Hours (Fully Flexible between Monday - Friday 0800-1800 & Saturday's 0900-1400)
Training - 12 Weeks training - Monday Friday 0900-1700