Senior Collector and Negotiator

As Senior Collector and Negotiator, you’ll speak with our customers respectfully and empathetically to fully understand their circumstances and work through the options available. Using in-depth questioning skills, you will build a great rapport to guide them over the phone to achieve the best mutual outcome.

If you’re a team player, able to work and thrive in a fast-paced environment and demonstrate consistent commitment in putting our customers first, then this could be the role for you.

The team cover our core business hours between 8am-8pm, working Monday–Friday and one in three Saturdays. When you work a Saturday, you'll get this time back elsewhere in the week. You will work contracted shifts (35 hours per week) on a rotational basis and will be given 8 weeks’ notice of your shift pattern.

Training will be provided for this role and is typically 9 weeks in duration with the entire first week being on site at our office in Northampton. The training will be Monday-Friday, 9am-5pm and Nationwide will cover the costs of your first week of training if you require accommodation and travel.

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 spend at least two days per week, or if part time you’ll spend 40% of your working time,
based at either our Swindon, London, Northampton, Bournemouth, Dunfermline, Wakefield or Sheffield office. Alternatively, you can use any of our regional hubs. 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 hybrid working here.

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.

At Nationwide we believe in helping others and that’s where you come in. We’re looking for people with a positive and inquisitive mindset and a commitment to support our customers when they need it most. Your role will be to help our customers who are facing financial difficulty. This will entail having honest conversations about their personal and financial situation to enable you to establish which options are most suitable to get them back on track.

This is a telephone-based role that will involve speaking directly with customers showing sensitivity and empathy to our customers through what can be difficult and often sensitive conversations. This will require you to have a level of personal resilience.

For this role you’ll need to:

• Be resident and eligible to work in the UK
• Be based within a commutable distance from one of our offices or hubs as per our hybrid working policy
• Be responsible and accountable for always keeping our members data safe and secure
• Have access to a dedicated workspace free from all distractions
• Have access to a private, stable and ideally super-fast broadband connection

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…