Customer Support Associate

As a Customer Support Associate within the later stage mortgages team, you will be dealing with customers who are over 90 days in arrears on their accounts. You will need to use effective questioning to understand individual customer situations and work closely with our customers to complete affordability forms looking at income and expenditures. These are some of our most vulnerable customers, so showing empathy and providing first-class customer service is essential.

You will be speaking to our customers on both inbound and outbound calls, and no two calls are the same. This is a sensitive role, and you will be responsible for handling complaints ensuring they are managed and logged correctly as well as being responsible for admin tasks such as letter writing and working from task lists all while working to tight service level agreements to achieve team compliance.

For this role, you will need:

• Experience supporting vulnerable customers with empathy and care-asking the right questions and offering meaningful assistance
• Strong communication and listening skills, with the ability to understand and respond to individual customer situations
• Telephony experience and a track record of engaging with customers by phone to manage challenging queries or complaints
• A background in customer service showcasing a genuine passion for helping customers and a desire to exceed expectations
• A flexible and adaptable approach, ready to meet the changing needs of customers and the business
• Strong organisational skills and the ability to stay motivated and manage your own workload effectively

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 resonate with you, and where you may have already demonstrated these.

Banking - but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we're owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don't see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you're inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you're one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.