Customer Service Representative

On behalf of Nationwide, AMS are seeking a Customer Advisor Mortgages – Broker Support for a 12 month contract, with the possibility of extension, working within our Mortgage Department based at our Bournemouth Office, BH2 6EP/ Hybrid
Our front line teams deliver simply brilliant service every day. We know 63% of customers still value a face-to-face service offering and that's why through our Branch Promise we now have the biggest branch network in the UK.
What makes us different
Nationwide 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.
Working for Nationwide, you’ll have access to support and resources such as:
• Healthy mind champions – There’s an active group of colleagues, spread right across Nationwide, who are trained to provide a listening ear and signpost support options.
• Colleague networks – Across Nationwide, there are 14 networks which are open to all colleagues. Their aims are to provide peer support, work collaboratively with the business to achieve strategic ambitions, and act as a collective voice.
• Online resources – The internal intranet page is much more than a news site; it’s packed full of useful resources to support you and is a great place to go for more information on a whole range of topics.
What you’ll be doing
You’ll be part of our Dedicated Broker Support team providing telephone, web chat and email advice / support to our Intermediaries and Business Development Managers on products, criteria and pre-application queries for both Nationwide and TMW brands. Handling and resolving queries from intermediaries (on behalf of the sales force) either to conclusion or escalate in accordance with Nationwide’s policy. Working towards department SLAs, targets and deadlines, delivering excellent Customer Service by ensuring the needs of the broker are met in line with group policy.
About you
We’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because our membership is made up of many kinds of people and we want our colleagues to be just as diverse.
• Be proficient using a desktop/laptop computer.
• Be comfortable providing Customer Service on the telephone.
• Have access to a secure and reliable internet connection.
• Enjoy working within a fast-paced environment.
• Show excellent attention to detail and accuracy.
• Provide excellent written and verbal communication skills internally and externally.
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.
What’s on offer?
· £12.00 per hour
· 35 hours per week
· Monday to Friday 9am to 5pm
· 12 months hybrid working after training
· Start 19th March 2024
No leave first 6-8 weeks and also all candidates offered will go through security checks on credit and criminality (basic disclosure)
Whatever your background, if you are self-motivated this could be an excellent opportunity for you to join the world’s largest building society and start a career in financial services.
If you understand the benefits of working collaboratively within teams then a role here at Nationwide could be for you. If you feel that this role is for you apply now!

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