Senior Collector And Negotiator

Are you looking for a rewarding career supporting customers through challenging times?

People need our help more than ever within our Collections & Recoveries department. You’ll use your customer service skills to guide them delicately over the phone to achieve the best outcome. The Collections & Recoveries department plays a vital role in supporting our customers through difficult situations.

With your strong work ethic, we will give you full training and support to carry out the role successfully and support you with your development.

This position is a full time 35 hour working week, Monday - Saturday. You will be required to work 1 in every 3 Saturdays and be fully flexible for shift patterns between the hours of 8am - 8pm, however we do have part time opportunities available, working a minimum of 21 hours per week.

We will be running an Assessment Centre for this position, so you will need to be available on the 21st of March to attend our Bournemouth office.

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, at one of our offices. 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.

To help you to settle into your role and connect with your team, the first five days of training will be based in either our Northampton or Bournemouth and then once in role, we will adopt the above principles. This is so that you can build relationships with your trainers and new colleagues.

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.

What you’ll be doing

At Nationwide we believe in helping others, 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.

About you

 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 in people’s lives, 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. 

You’ll need to:

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

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.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Gym pass – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata.

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.

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.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

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. 

If you pass these online assessments, we’ll then ask you to answer some questions in a video interview (don’t worry you can turn the camera off for this) within the next 48 hours. 

In your candidate hub you’ll also be able to get hints and tips and watch video’s from our colleague’s giving you a really good idea of what it’s like to work here at Nationwide. 

Best of luck in your application!