Customer Support Associate (Financial Care Team)

Description This; Leeds; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual performance bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub health and wellness

Paid volunteering

Job summary

Nationwide is inviting applications for a Customer Support Associate in our Financial Care Team. The role is primarily a telephone-based position supporting customers facing financial difficulty, with a focus on listening, empathy and building trust to identify practical solutions.

Hybrid working is available, with regular office attendance and regional site connections. You will join a compassionate team, delivering fair and supportive guidance while balancing customer needs with responsible

Qualifications

• 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.

Responsibilities

• Support customers who may be experiencing financial difficulty and help them meet monthly commitments.
• Balance customer care with responsible decision-making in a regulated environment.
• Provide empathetic, responsive telephone support to resolve inquiries and identify appropriate solutions.

Skills

Listening skills

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.

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.

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.

Please note that should you be successful in securing this role, the job title on our internal systems will be Customer Support Associate.

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 5507
• Apply Before 10/23/2026, 10:55 PM
• Locations 94 Briggate, Leeds, LS1 6NP, GB 21 High Street, Birmingham, West Midlands, B4 7SL, GB Belfast City Hall, Belfast, Antrim, BT1 5AG, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 47/49 Queen Street, Cardiff, CF10 2AS, GB 1 Gorse Stacks, Chester, CH1 3EQ, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB 83 George Street, Edinburgh, EH2 3ES, GB 177 Bothwell Street, Glasgow, G2 7ER, GB 28 King Street, Maidstone, ME14 1DA, GB 2 Spring Gardens, Manchester, M2 1EE, GB Jubilee House, Newcastle, NE3 4PL, GB 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, GB 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB Nationwide House, Swindon, Wiltshire, SN38 1NW, GB 7/11 Montague Street, Worthing, BN11 3AX, GB