Customer Service Consultant

Our Customer Service Consultants work hard taking calls to support our customers with navigating the fast-paced world of banking, providing expert guidance and support, 7 days a week 8am to 8pm.

As a Customer Service Consultant at Nationwide, you will be part of our Contact Centre Teams to support our customers and you will navigate the changeable world of banking, providing expert guidance and support to customers.

Solving complex financial queries, turning challenges into opportunities for customer satisfaction, ensuring every call is a chance to showcase your banking prowess.

You will be working 35 hours per week, between the hours of 8am to 8pm, Monday to Sunday, with shift patterns typically based on a 3-week rotation of early, mid and late shifts. You will also need to be available to work weekends and bank holidays.

You will be required onsite for the first 4 weeks during your initial training and due to the structured training programme, no holiday can be taken within the first 6 weeks of your start date, which is 5th May 2026.

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 our Northampton 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 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.

As a Customer Service Consultant, you will take a high volume of calls each day to support our customers with navigating the dynamic world of banking, providing expert guidance and support.

You will build meaningful relationships with customers, becoming their trusted support in the labyrinth of financial services.

You’ll often speak with customers who may be experiencing vulnerability or contacting us at times of stress or uncertainty. These conversations can be emotive, so your empathy, patience, and ability to stay resilient under pressure will be key to ensuring every customer feels heard and supported.

Joining our team, you will experience the thrill of working in a sector that's constantly evolving, with new technologies and trends to conquer, allowing you to stay ahead of the curve by mastering the latest banking products and regulations.

You’ll embrace the challenge of meeting our goals, with the satisfaction of knowing you're helping to shape the future of banking.

At Nationwide we help you build a career, not just a job. There are so many ways that you can develop, progress, and contribute to our success from learning and growing. From being open to trying new things through secondments or taking on a different or broader role which develops new skills.

Many of our contact centre colleagues progress into other roles, taking their new skills to support our customers in the moments that matter most to them. When you push for high performance - from yourself and those around you - you thrive at Nationwide.

You might already be from a Customer Service background, but even if you are not and are looking for a change in career where you can make a real difference and provide our customers with simply brilliant service, then this opportunity is for you!

We’ll give you all the training you need to set you up for a successful journey with us in this highly rewarding role.

For this role, you will need:

• Strong empathy and resilience, excellent communication, and flexibility to effectively interact with customers and resolve their issues
• The ability to quickly identify and resolve customer issues, often requiring critical thinking and the use of available resources
• A customer‑centric approach – prioritising customer satisfaction by actively listening, providing efficient…