Customer Support Associate (Financial Care Team)

Description This; Leeds; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Private medical insurance

Annual bonus

Training and development

Company pension

Life assurance

Job summary

Nationwide is recruiting a Customer Support Associate for its Financial Care Team. Based across Leeds, Newcastle and Glasgow, you’ll handle customer conversations via telephone, delivering supportive guidance to those facing financial difficulties.

You’ll work in a hybrid model, with office attendance required regularly and occasional in-person collaboration at regional sites. Join a mission-driven team focused on fair, customer-first outcomes.

Qualifications

• Excellent listening to understand the full context before advising
• Clear, confident telephone communication when discussing sensitive topics
• Ability to analyse information and propose appropriate solutions quickly

Responsibilities

• Support customers in financial difficulty with appropriate guidance and solutions
• Engage in sensitive conversations to understand individual circumstances
• Build rapport with customers through active listening and clear communication
• Balance customer care with responsible decision-making in a regulated environment

Skills

Active listening

Verbal communication

Problem solving

Empathy

Resilience

Job description

Customer Support Associate (Financial Care Team)

• Leeds, United Kingdom
• Newcastle Upon Tyne, United Kingdom
• Glasgow, United Kingdom

At Nationwide, we know that financial difficulties can happen to anyone. When our customers need us most, our Financial Care Team is there to provide support, guidance and practical solutions. We're looking for compassionate, curious and resilient individuals to join our frontline telephony team.

This is a role where listening matters. Every conversation is an opportunity to understand a customer's circumstances, build trust and help them find a way forward. If you're someone who enjoys helping people, asking the right questions, and finding solutions that genuinely make a difference, this could be the perfect role for you.

In this role you will be working35 hours per week, and your shifts will be between the hours of 8am - 7pm, Monday to Friday.

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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow, Gosforth or Leedssite approximately once per month. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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.

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.

Banking - but fairer, more rewarding, and for the good of society

What you’ll be doing

As a Customer Support Associate within our Financial Care Team, you'll support customers who may be experiencing financial difficulty and who are struggling to meet their monthly commitments.

Through sensitive and often challenging conversations, you'll take the time to understand each customer's individual circumstances and identify the most appropriate support available.

This is a highly customer-focused telephone role. You'll spend much of your day speaking directly with customers, so exceptional listening skills, empathy and the ability to build rapport quickly are essential. Often, what makes the biggest difference is not just what you say, but how well you listen.

Working within a regulated environment, you'll balance customer care with responsible decision-making, ensuring every customer receives fair and appropriate support.

About you

What we are looking for:

• Outstanding listening skills with the ability to understand the full picture before reaching a solution
• Excellent verbal communication skills and the confidence to have sensitive conversations over the telephone
• Strong problem-solving and decision-making abilities
• Genuine empathy and a passion for helping customers through difficult situations
• Resilience and emotional intelligence when dealing with challenging circumstances

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 4426
• Apply Before 09/04/2026, 10:55 PM
• Locations 177 Bothwell Street, Glasgow, G2 7ER, GB 94 Briggate, Leeds, LS1 6NP, GB Jubilee House, Newcastle, NE3 4PL, GB