Join our Specialist Customer Support Consultant team and make a meaningful difference to customers when they need us most. In this role, you'll support customers experiencing complex life events or circumstances that may impact their ability to manage their finances, using your judgement, problem-solving skills and customer-focused approach to identify the right solutions. Working across telephony and administrative channels, you'll collaborate with colleagues across the bank and external partner organisations to provide tailored support and deliver positive customer outcomes. This is an excellent opportunity to develop specialist expertise in a rewarding role where your knowledge and decisions can have a genuine impact on customers' lives.
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.
Virgin Money is now part of Nationwide
Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
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.
What you’ll be doing
As a Specialist Customer Support Consultant within our Specialist Support Team, you will play a vital role in helping customers navigate complex life events and challenging circumstances. Using your expertise, judgement, and problem-solving skills, you will identify the most appropriate support solutions to ensure customers receive the help they need.
Managing inbound customer calls, you will take time to understand each customer's individual situation, asking insightful questions and actively listening to identify the right course of action. You will assess customer needs, make informed decisions, and coordinate specialist support where required, working closely with internal teams and external organisations.
This is a role where you can make a real difference. You will support customers through a wide range of circumstances, helping them access tailored solutions while delivering a positive and compassionate experience.
Working collaboratively with colleagues, solicitors, debt charities, and other external partners, you will ensure customers receive comprehensive and timely support. You'll also contribute to a culture of continuous improvement by sharing best practice and helping to develop specialist knowledge across the team.
About you
You will have:
Experience of working with vulnerable customers with empathy and compassion, showing resilience and emotional intelligence when handling difficult conversations
A proven track record of telephony experience handling complex situations with a calm, professional manner, remaining customer-focused always
Examples of where you used active listening and strong communication skills to ensure the best outcome for a customer or client
Worked with other teams to support customers, evidencing good decision-making skills and problem solving to identify tailored solutions
Experience of working collaboratively with internal and external stakeholders
Our customer…