Inbound Customer Service Advisor

• Contract Type: Permanent
• Ref: R00MF00164
• Closing Date: 01 May 2023

Our customers can sort out their finances from the comfort of their own homes, and you can help them from the comfort of yours. We’re looking for Customer Service Advisors to join our team. We're offering a competitive salary based on your customer service experience working between 8am - 8pm Monday to Sunday.

To help settle into your role and connect with your team, you’ll get 5 days on site training at a Nationwide hub. You’ll join us for 2 days on site in weeks 1 and 2, then a further day in week 3. Following this you will have the flexibility to complete all other training either at home, remain on site or a blend of the two.

To continue team engagement, you will visit your line manager at your local hub once a quarter or when needed.

The Nationwide training hub will be Nationwide House, Swindon. Nationwide will pay for travel expenses and accommodation if required.

We have start dates in May for these permanent roles. You’ll work 5 days out of 7, having 6 weeks’ notice of your shift pattern, and typically you'll work 6 out of 9 weekends (a Saturday or Sunday, not both).

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

Bring your enthusiasm for helping and we’ll give you full training before you take a single call. Strong teamwork is built into the way we do things so, even at home, you’ll have lots of support from friendly colleagues.

Handling a range of inbound calls, you’ll play a central role when it comes to supporting our members. We’re a building society not a bank, so our customers are members of our Society. Their needs are at the heart of everything we do.

If you thrive on a challenge, we are the place for you! You will speak to upwards of 60 members a day.

You could be guiding them through online banking or discussing our range of products and services, adapting your style to suit each customer, and making sure they get the outcome that’s right for them.

If you’ve got a customer service background, if you’re a confident communicator and looking to take on a new challenge, this could be just the job for you. You’ll also be comfortable using a computer or laptop.

You don’t need financial services or call centre experience, you’ll be fully trained. What’s important is that you want to get things right for our members and leave them smiling. And we’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because we want our employees to reflect the diversity of our members, and thrive in an inclusive environment.

What we're looking for:

• Be passionate about doing the right thing for our members

• Be comfortable using a desktop/laptop computer

• Have access to a secure and reliable internet connection

• Enjoy working within a fast-paced environment

• Show excellent attention to detail and accuracy

• Be confident on the phone and able to build rapport with our members

We have a range of employee benefits, including:

• Access to an annual performance related bonus

• 25 days holiday, pro rata

• Up to two days paid volunteering a year

• Access to training to help you develop and progress your career in the contact centre and beyond

• A large selection of additional benefits to choose from including discounts on tech products, healthcare, retail vouchers, and travel

• Life assurance worth 8x your salary

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%

We’re different from other financial service providers. We’re a building society, owned by our members. And for over 130 years, we’ve supported those members to make the most of their money and achieve what they want from life.

That’s reflected in the way we work here at Nationwide. We come together to make sure we’re doing things in the best way possible, both for each other and for our members. If you join us, you’ll be part of that. You’ll be able to help us build something really quite special. And you’ll have the opportunity to make a real difference.

As a mutual organisation, we are guided by a social purpose which we interpret as ‘building society, nationwide’. A key element of fulfilling this purpose is employing a mix of people that reflect the wider communities that we serve.

On top of that, we always want you to be yourself. To use your skills and experience to make our Society stronger. To feel valued for who you are, not just what you do. Because here at Nationwide, we understand that we can do more together than we ever could alone.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

We’ll then confirm we’ve received your application successfully and invite you to the first stage, our online assessments.

Within a few hours you’ll receive a link to your unique candidate hub. Here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test (asking what you’d do in particular circumstances), checking and numerical assessments – all focussed on what’s important to us in a member-facing role at Nationwide.

If you pass these online assessments, we’ll then ask you to answer some questions in a video interview. Following this if you are successful the final stage will be to meet a Nationwide representative.

In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what it’s like to work here at Nationwide.

Best of luck in your application!