Specialist Service Consultant

Job title:

Specialist Service Consultant

Company

Nationwide

Job description

Here in Customer Resolutions, we’re proud to offer a Simply Brilliant Service. We take pride in listening to our customers. A complaint is an opportunity, an opportunity to learn from our customer and Put things Right (when they go wrong) and Stop them Happening (for other customers in the future).Your role as a Specialist Service Consultant will be critical in helping us to improve the customer experience for all our customers. Its really important you enjoy speaking to customers, we want people who truly care about listening to our customer at times when they need us the most. We need you to be curious in nature, to understand what has happened and have the confidence to speak to our customers to reach the right outcome, first time.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 spend at least two days per week, or if part time you’ll spend 40% of your working time, based at either our Northampton, Swindon, Masterton Park or Wakefield 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 .The training is 3 weeks long, this requires 35 hours across Mon-Fri, no days off are permitted in this time. During this time, you will be completing business critical training which will be highly important to your own development.The training will involve 2 days each week face to face at any of the locations, if this is a location away from your nearest site this would be expensed. You may be required to come into your nearest location for sign offs or as and when required throughout the training period.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 doingListening to our customers is at the heart of this role, alongside being inquisitive and finding resolutions. Our customers will make a complaint via a variety of channels, such as phone, webchat or in branch. You will have the accountable freedom to contact our customers, investigate their concerns to understand what has happened to then make your decision to resolve the complaint. Sometimes this can lead to challenging conversations and whilst you will receive great training through our Training Team, you’ll need to be confident, articulate, and clear, both on the phone and when writing lettersYou will be given your own allocated worklist, so you’ll need to be able to prioritise to ensure we respond to our customers within regulatory timescales. You’ll need to have the ability to work on several complaints at any one point.The Specialist Service Consultant role within Customer Resolutions is an agile role that can work across Operations to provide support wherever needed. Whilst we are recruiting to work in Complaints, you may be required to work in other parts of business such as Remediation, Training and Competency or Customer Data Operations.You’ll also have the opportunity to shape our future, when you see something that could be done better, you’ll be encouraged to share your ideas to support the wider community in making changes to ensure we continue to deliver legendary service.About youAs a minimum requirement you’ll have:

• Good telephony, customer service and administrative skills
• Have demonstrable experience of providing specialist support to both customers and colleagues, identifying their needs and utilising your skills and training to interpret policy and arrive at the appropriate outcome
• Be able to provide examples of when you have had to adjust your communication style and tone in line with a difficult or sensitive customer situation
• Experience working in a fast-paced environment, utilising good planning and organisational skills to manage workload and prioritise multiple tasks
• Strong IT skills, including proficient use of Microsoft Office programmes – i.e. Word, Excel, PowerPoint and Outlook

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight – This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better – This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done – This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.The extras you’ll getThere are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

What makes us differentNationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.What to do nextIf this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Expected salary

Location

Northampton – Swindon, Staffordshire

Job date

Tue, 26 Nov 2024 03:51:10 GMT

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