Specialist Multi Skilled Consultant

People need our help more than ever, as a Specialist Multi Skilled Consultant you’ll be supporting us in getting the right outcomes for our members, working across different teams & processes.

You’ll be joining the Multi Skilled operation being part of a dynamic and exciting team working with members in times of need. This role is varied and fast paced, you will be deployed into teams across Retail Operations helping Operational areas deal with peaks and troughs in demand.

Strong teamwork is built into the way we do things so, even at home, you’ll have lots of support from friendly colleagues when you need it. Our purpose is to be there for our members in the moment where events in our members lives mean that we need to respond.

You will need to be resilient and adaptable to change. You will be required to work flexibly between 8am-8pm Mon to Sunday and accommodate the working patterns of the deployment team in which you are working.

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 week of training may be based on one of our Nationwide Admin Centres and then once in role, we will adopt the above principles.

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

The Operational area in which you are deployed could involve working in a telephony environment, administration-based environment, or a mix of both. As a Specialist Multi Skilled consultant you will be responsible for undertaking a range of Specialist and complex tasks supporting members in times of need (i.e., financial hardship, bereavement, dissatisfaction, members who are a victim of Fraud & vulnerable members who need Specialist Support). We’ll give you all the training you need to set you up for a successful journey.

The role will be agile, and you will be required to provide a high level of support wherever needed, undertaking different responsibilities dependent on the need of our members and business priorities.

About you

Ideally you will have experience of working in a financial services background, or already within a customer service environment, but if you are not and you're 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 be flexible and agile but what’s important is that you want to get things right for our members and leave them smiling. And we’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because our members are made up of so many different kinds of people and we want our employees to be just as diverse

You’ll need to have or be able to:

• Passion for doing the right thing for our members and achieving the right outcome.
• Experience of and the ability to analyse and interpret information and data to reach a conclusion.
• The ability to multitask through good planning and the organisational skills to manage and own multiple competing priorities and deliverables.
• Demonstrable attention to detail and accuracy for both numerical and written material, including data and insight.
• Collaborate with different business areas and colleagues.
• Be resilient to change and have the ability to learn new processes at pace.
• Commitment and a willingness to learn.
• Good listening skills and empathy
• Experience working within a fast-paced environment.

You will be expected to have a high level of technical understanding and ensure your IT equipment is set up correctly, with the support of our IT Department and you will be responsible & accountable for keeping our members data safe and secure at all times. You must have access to a dedicated work space free from all distractions. You must 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
• Gympass – 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

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

#LI-Post