Service Consultant

Description This; Swindon; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual bonus

Training and development

Life assurance

Wellbeing resources

Volunteer days

Job summary

Nationwide is seeking an empathetic Service Consultant to support family members, third parties, and frontline colleagues during bereavement processes. You will guide callers through notifications, document requirements, and account closure considerations, using multiple systems to keep cases clear and up-to-date.

In a hybrid role with 35 hours per week and occasional Saturdays, you’ll connect with colleagues nationwide while enjoying a supportive benefits package and opportunities for

Qualifications

• Excellent communication and interpersonal skills with calm, compassionate approach.
• Ability to remain composed during sensitive conversations and handle difficult calls.

Responsibilities

• Support family members, third parties and frontline colleagues with empathy and understanding.
• Guide callers through bereavement process and explain required documents.
• Access and update case information across multiple systems, ensuring accuracy.
• Signpost callers to specialist teams or external charities for additional help.

Skills

Empathy

Communication

Active listening

System navigation

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.

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

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.

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

For this role, you’ll be:

• 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

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 5227
• Apply Before 09/24/2026, 10:55 PM
• Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB 21 High Street, Birmingham, West Midlands, B4 7SL, GB Belfast City Hall, Belfast, Antrim, BT1 5AG, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 47/49 Queen Street, Cardiff, CF10 2AS, GB 1 Gorse Stacks, Chester, CH1 3EQ, GB 83 George Street, Edinburgh, EH2 3ES, GB 177 Bothwell Street, Glasgow, G2 7ER, GB 2-4 RoyalExchange Square, Glasgow, G1 3AB, GB 94 Briggate, Leeds, LS1 6NP, GB 2 Spring Gardens, Manchester, M2 1EE, GB 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB 28 King Street, Maidstone, ME14 1DA, GB Jubilee House, Newcastle, NE3 4PL, GB 1st Floor Kings Park Rd, Northampton, Northamptonshire, NN3 6NW, GB 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, GB 7/11 Montague Street, Worthing, BN11 3AX, GB