Specialist Service Consultant

Nationwide; Swindon; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Private medical insurance

Pension plan

Annual performance bonus

Training & development

Salary sacrifice benefits

Life assurance

Wellhub health & wellbeing

Paid volunteering

Job summary

Nationwide is offering a 12-month secondment in its Specialist Support Team to assist vulnerable members, carers and third parties. The role is telephony and admin based, with hybrid working across UK offices and quarterly attendance at the Swindon site.

You will assess needs, build tailored support plans, and coordinate with internal teams for the best outcomes. You will manage intake calls, provide information, and guide members through product options while adhering to policies and

Qualifications

• High emotional resilience and emotional intelligence.
• Customer service experience handling complex queries.
• Excellent telephone communication and listening skills.

Responsibilities

• Make and receive calls via telephony lines to support vulnerable members.
• Provide information and guidance to help members make informed decisions.
• Engage in a fast-paced environment with timely case handling and review.
• Identify needs, escalate where appropriate, and guide members to internal or external support.

Skills

Emotional resilience

Proactive

Product awareness

Customer service

Telephony communication

Time management

Empathy

Process understanding

Agility

Job description

Over the last years we have expanded our service to deliver a Legendary Service across for our most vulnerable members when they need us. We may support members who have been financially abused, members with mental health, life limiting illnesses and members who may require additional support with their finances.

You will have a key role in the Specialist Support Team supporting our members, Third Parties and/or Carers. As part of your role you will investigate and identify the member’s needs, providing them with all the relevant information they need and proposing a tailored plan of support. You’ll have the opportunity to make a real difference to our vulnerable members, at what may be a really challenging time for them, due to a change in circumstance or diagnosis.

This telephony and admin based role is available on a full time basis only, you’ll be required to work Monday - Friday as well as a Saturday once a quarter although this will be subject to change.

This is a 12-month secondment opportunity.

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 Swindon site approximately once per quarter. 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 your application is successful, your hiring manager will provide further details on how this works.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

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.

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.

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.

The Hiring Manager for this role is Rosie Little, and the main recruitment contact is Tyler Ward.

Banking - but fairer, more rewarding, and for the good of society

What you’ll be doing

You will be required to make and receive calls via our telephony lines and support vulnerable members throughout their journey within Specialist Support. Timescales will vary depending on individual member circumstances; some of these timescales will be time critical and will therefore require urgent support.

You will be working within a fast-paced environment where you will be responding to calls inbound and outbound with contact from vulnerable members and colleagues. You’ll display a high degree of empathy and use sensitive questioning to identify the member’s individual needs. This will include establishing the right course of action for each member, based on a full assessment of their product holdings and individual circumstances. You can identify when expert collaboration is appropriate, and guide the member to the sources of help, either internal or external support networks and charities. Also, recognise and investigate possible Financial Abuse, questioning the member and making decisions in their best interest.

You’ll provide information and guidance to members to help them make informed decisions about their product offering with the Society, without strying into real or implied advice. Establish appropriate communication plans with members, including suitable review periods, to enable effective case management based on individual circumstances and products held. Working within your mandates and escalating where appropriate any cases outside of these, to ensure we secure the right outcome based upon the member’s needs. The role will involve case management & call handling with both members, branches and Third Parties to maintain and document clear member support options, throughout the member’s relationship with Specialist Support Team.

As a Specialist Support Manager you will be required to communicate, influence and build strong working relationships, across the business liaising with stakeholders internally and externally to ensure we deliver a Legendary member service.

About you

• High emotional resilience and emotional intelligence
• Highly proactive and comfortable working within a fast paced environment whilst making decisions under pressure
• Demonstrate good general product awareness to be able to communicate with service users effectively
• Customer Service experience and someone who is skilled in dealing with complex queries and able to provide a tailored end to end service to each member
• Customer service experience with the ability to communicate clearly via telephony channels
• Time management and ability to manage case workload across your portfolio
• Demonstrate a high degree of empathy and understanding in extremely sensitive situations. Building the trust of the customer
• Understanding of how internal processes and systems operate
• Being agile to changes, where business needs are required

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 5724
• Apply Before 10/22/2026, 10:55 PM
• Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, 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 92/96 Argyle Street, Glasgow, Glasgow City, G2 8BQ, GB 94 Briggate, Leeds, LS1 6NP, GB 28 King Street, Maidstone, ME14 1DA, GB 2 Spring Gardens, Manchester, M2 1EE, GB Jubilee House, Newcastle, NE3 4PL, GB 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB 7/11 Montague Street, Worthing, BN11 3AX, GB