Nationwide
Service Consultant
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Job Description: Service Consultant
As a Service Consultant in our Specialist Customer Support team, you’ll be there for our members and their families at moments that really matter. You’ll offer calm, clear guidance whether you’re supporting personal representatives with bereavement notifications or helping families understand the Power of Attorney registration process.
Every conversation is an opportunity to make things a little easier, providing compassionate, efficient support and handling sensitive calls with genuine care. It’s all about doing the right thing and delivering a simply brilliant experience for every member, every time.
Working Hours
- 35 hours per week, Monday to Friday
- One in every three Saturdays
- Time off in lieu during the week
Working Environment
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.
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.
Responsibilities
What you’ll be doing
- Support family members, third parties, and frontline colleagues with empathy and understanding
- Take the time to ask sensitive questions so you can fully understand what they need
- Guide callers through each stage of the bereavement process, explaining what happens next from registering a notification and advising on the documents we require, to helping them understand how accounts can be closed or how any outstanding debts will be managed
- Use a range of systems to access and update information on new and existing cases, ensuring everything is accurate and easy to follow
- Recognize when a situation needs specialist help and work with the right experts
- Signpost callers to further support, whether that’s one of our specialist teams or external charities and organizations that can offer additional help
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About you
- Confident managing a high number of incoming calls while keeping each conversation personal and supportive
- Able to communicate with warmth, clarity, and empathy, even during difficult conversations
- Happy working with multiple systems, keeping member records clear, up-to-date, and easy for colleagues to understand
- Confident in guiding customers through every part of the bereavement journey, giving clear, compassionate explanations that help them feel supported during a sensitive time
Our Customer First Behaviours
- Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathize 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 prioritize 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.
Qualifications
The extras you’ll get
- 25 days holiday, pro rata
- 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
About Nationwide
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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognized. 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.
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.
Disability Confident
We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.
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 [Recruitment.Support@nationwide-jobs.co.uk].
Apply safely with Nationwide
Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam. [https://www.nationwide.co.uk/news-and-stories/job-scams/]
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