Specialist Service Consultant

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

Job summary

Nationwide Group in the UK is seeking a Specialist Service Consultant to deliver outstanding customer support by listening, understanding, and resolving queries with care and expertise.

The role is predominantly telephone-based, supporting frontline colleagues and customers including safeguarding, with occasional site travel. It operates within a hybrid framework across our Northampton or Swindon offices, with typical hours of 9am–5pm, and rotational Saturday shifts.

Qualifications

• Excellent listening and communication skills.
• Ability to build relationships with colleagues and customers.
• Problem-solving mindset with safeguarding awareness (where applicable).

Responsibilities

• Deliver high-quality customer support via telephone and written channels.
• Understand customer situations and resolve queries accurately on first contact where possible.
• Travel to sites may be required; support hybrid working and safeguarding where needed.

Job description

At Customer Resolutions, we’re passionate about delivering exceptional service. We see every interaction not just as a challenge, but as an opportunity - an opportunity to create a brilliant experience, support our customers, and resolve their queries with care and expertise.

As a Specialist Service Consultant, you’ll play a vital role in shaping an exceptional experience for every customer. If you genuinely care about people, love listening, and thrive on solving problems, this could be the perfect role for you. We’re looking for curious, confident individuals who can understand what has happened and work with customers to reach the right outcome - first time, every time. This role is predominantly telephone based, providing support to our frontline colleagues as well as directly supporting customers who may require safeguarding assistance. If you have experience in building strong relationships with both colleagues and customers, we’d love to hear from you.

There may be occasions where travel to one of our sites is required as part of your day to day responsibilities. We will always provide plenty of notice and cover any necessary expenses.

Typical working hours for this role are Monday to Friday, 9am–5pm, with additional Saturday hours from 9am–12:30pm on a rotational basis, for which you will receive time off in lieu.

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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Northampton or Swindon office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.