Service Consultant

Virgin Money UK; Swindon; Hybrid; GBP 25,000 - 34,000; Full time

Benefits offered by this job

25 days holiday pro rata

Private medical insurance

Competitive pension

Annual performance bonus

Training and development

Job summary

Nationwide is seeking a Service Consultant for the Specialist Customer Support team to support members and families during bereavement and Power of Attorney processes. The role emphasizes compassionate, clear guidance and handling sensitive calls with care.

The position is 35 hours per week, primarily in a hybrid setup across the UK. Regular collaboration with regional colleagues will be required, with some time in the office and remote work where possible.

Qualifications

• Ability to manage a high volume of calls with personal, supportive interactions.
• Comfort communicating with warmth and empathy in difficult conversations.
• Experience keeping records current across multiple systems for colleagues.

Responsibilities

• Support family members, third parties and frontline colleagues with empathy.
• Guide callers through bereavement process steps and required documents.
• Access and update information across cases using multiple systems, ensuring accuracy.

Skills

Empathy

Clear communication

Customer focus

Multi-system navigation

Tools

CRM systems

Job description

As a Service Consultant in our Specialist Customer Support team, you'll be there for our members and their families at moments that really matter. You'll offer calm, clear guidance whether you're supporting personal representatives with bereavement notifications or helping families understand the Power of Attorney registration process.

Every conversation is an opportunity to make things a little easier, providing compassionate, efficient support and handling sensitive calls with genuine care. It's all about doing the right thing and delivering a simply brilliant experience for every member, every time.

The working hours are 35 hours per week working Monday to Friday, as well as one in every three Saturdays with time off in lieu during the week.

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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you'll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

What you'll be doing

You'll be supporting family members, third parties and our frontline colleagues with empathy and understanding, taking the time to ask sensitive questions so you can fully understand what they need.

You'll guide callers through each stage of the bereavement process, explaining what happens next from registering a notification and advising on the documents we require, to helping them understand how accounts can be closed or how any outstanding debts will be managed.

Using a range of systems, you'll access and update information on new and existing cases, making sure everything is accurate and easy to follow. And when a situation needs specialist help, you'll recognise it quickly and work with the right experts.

You'll also be ready to signpost callers to further support, whether that's one of our specialist teams or external charities and organisations that can offer additional help. It's all about being there when it matters and doing the right thing for every member, every time.

About you

• Confident managing a high number of incoming calls while keeping each conversation personal and supportive
• Able to communicate with warmth, clarity and empathy, even during difficult conversations
• Happy working with multiple systems, keeping member records clear, up-to-date and easy for colleagues to understand
• Confident in guiding customers through every part of the bereavement journey, giving clear, compassionate explanations that help them feel supported during a sensitive time

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

The extras you'll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata
• 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.

Apply safely with Nationwide

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