Specialist Multi Skilled Consultant

Virgin Money UK; Northampton; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

25 days holiday pro rata

Private medical insurance

Competitive pension

Annual performance bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellhub - health & wellness

Volunteer days

Job summary

Nationwide is seeking a Specialist Multi Skilled Consultant to support customers across operational areas with resilience and flexibility. Training lasts up to 5 weeks, and travel/accommodation are covered if on-site.

The role blends hybrid working across the UK estate with regular office collaboration. You'll handle a range of customer-facing tasks in telephony or administration, adapt to changing priorities, and learn new processes quickly to deliver strong outcomes for customers and the

Qualifications

• Extensive experience in a Financial Services role building relationships with customers.
• Ability to evaluate information and data to reach clear conclusions.
• Excellent multi-tasking and organisational skills to manage priorities.
• Strong attention to detail for numerical and written data.
• Ability to collaborate across teams and build relationships.
• Comfort with change and continuous improvement.
• Adaptable to a fast-paced, changing environment.

Responsibilities

• Deploy into an Operational area for a period to provide support.
• Handle a range of specialist tasks to assist customers in need (financial hardship, bereavement, dissatisfaction, fraud or vulnerability).
• Receive thorough training for each department.
• Work in telephony, administration, or a mix of both.
• Provide high levels of support, taking on various responsibilities as required.

Skills

Financial services experience

Customer-focused

Multitasking

Data interpretation

Collaboration

Adaptability

Problem solving

Job description

At Nationwide, a Specialist Multi-skilled Consultant is there to support the customers who need us the most. It is an important role that requires you to be resilient and adaptable to change. You will work within operational areas to support peaks and troughs in demand.

Good teamwork is built into the way we do things, and even at home, you'll have lots of support from friendly colleagues when you need it.

For each Operational area you are deployed into, there will be a training period of up to 5 weeks. No holiday will be permitted during this time. If this training is on-site at one of our offices or hubs, expenses for travel and accommodation will be covered.

Your working hours will be between 8am and 8pm, Monday to Sunday, and you must be able to accommodate the working patterns of the department to which you are deployed.

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

As a Specialist Multi Skilled Consultant, you will be deployed into an Operational area of the business for a period of time in which they need our help.

Depending on the area you are deployed, you will be responsible for undertaking a range of specialist and multi-layered tasks supporting our customers when they need us the most. You could be supporting our members through financial hardship, bereavement, customer dissatisfaction, incidents of fraud, or customers who are vulnerable in some other way. We'll give you all the training you need to set you up for a successful journey in each department.

This is a customer-facing role, and the operational area in which you are deployed could involve working in a telephony environment, an administration-based environment, or a mix of both.

Your role will be agile, and you will be required to provide a high level of support wherever needed, undertaking different responsibilities dependent on the needs of our customers and business priorities. You will need to be resilient and flexible as you will be required to adapt to changes and learn new processes at pace.

About you

• Considerable experience within a Financial Services role, building meaningful relationships with customers
• Experience in evaluating and interpreting information and data to reach a conclusion
• The ability to multitask through good planning and the organisational skills to manage and hold multiple competing priorities and deliverables
• Demonstrable attention to detail and accuracy for both numerical and written material, including data and insight
• Experience of collaborating with different business areas and colleagues whilst building good relationships
• The drive to embrace change and support continuous improvement
• Adaptability and be comfortable working in a fast-paced, changing environment

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.

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. If you need any additional support throughout your application journey, email our team at Recruitment Support.