oracle
Customer Support Associate
Nationwide
Leeds, GBR
Mid
Onsite
Discovered Today
Full Job Posting
Qualifications
- The extras you’ll get
- There are all sorts of employee benefits available at Nationwide, including:
- 25 days holiday, pro rata
- Access to 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.
- What to do next
- If 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.
- Once we’ve received your application successfully, we will 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, checking and numerical assessments – all focussed around what’s important to us in a member facing role at Nationwide.
- 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.
- We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
- Experience supporting vulnerable customers with empathy and care—asking the right questions and offering meaningful assistance
- Strong communication and listening skills, with the ability to understand and respond to individual customer situations
- Telephony experience and a track record of engaging with customers by phone to manage challenging queries or complaints
- A background in customer service showcasing a genuine passion for helping customers and a desire to exceed expectations
- A flexible and adaptable approach, ready to meet the changing needs of customers and the business
- Strong organisational skills and the ability to stay motivated and manage your own workload effectively
- 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.
Responsibilities
- What you’ll be doing
- As a Customer Support Associate within the later stage mortgages team, you will be dealing with customers who are over 90 days in arrears on their accounts. You will need to use effective questioning to understand individual customer situations and work closely with our customers to complete affordability forms looking at income and expenditures. These are some of our most vulnerable customers, so showing empathy and providing first-class customer service is essential.
- You will be speaking to our customers on both inbound and outbound calls, and no two calls are the same. This is a sensitive role, and you will be responsible for handling complaints ensuring they are managed and logged correctly as well as being responsible for admin tasks such as letter writing and working from task lists all while working to tight service level agreements to achieve team compliance.
- About you
- For this role, you will need:
- Experience supporting vulnerable customers with empathy and care—asking the right questions and offering meaningful assistance
- Strong communication and listening skills, with the ability to understand and respond to individual customer situations
- Telephony experience and a track record of engaging with customers by phone to manage challenging queries or complaints
- A background in customer service showcasing a genuine passion for helping customers and a desire to exceed expectations
- A flexible and adaptable approach, ready to meet the changing needs of customers and the business
- Strong organisational skills and the ability to stay motivated and manage your own workload effectively
- 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.
Preferred Qualifications
- Access to an annual performance-related bonus
About Nationwide
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