ATM Service Desk Analyst

at  Nationwide

This role is a full time position with the following working pattern:
Week 1: 08.30-15.00 (30 hours)
Week 2: 08.30-16.30 (35 hours)
Week 3: 09.00-17.00 + 08.30-13.30 Saturday (40 hours)
An exciting opportunity has become available within ATM & Cash operations. We are looking for an ATM Service Desk Analyst to join our customer focused, high performing Service Desk Team.
As an ATM Service Desk Analyst, you will be acting as a first point of contact for our retail colleagues by assisting them with ATM and Cash related incidents. You will have the accountability to identify and resolve incidents that have the potential to impact service to the branch network and our customers. You will be working in an operational, fast paced environment, where tasks need to be completed to ensure service is restored in the shortest time possible. The ability to remain calm and focused at all times is essential.
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 Swindon office, following the initial onsite training period which will be full time on site. Please note this will typically be twice a week, but will be increased during peak times, and when deemed necessary by the business area.. 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.

ABOUT YOU

As a minimum requirement, you will:

• Have a customer service focused attitude
• Have excellent written and verbal communication skills
• Have excellent PC skills
• Have the ability to build relationships with customers and stakeholders
• Have a logical mindset with a strong attention to detail
• Have a high degree of personal motivation and willingness to develop
• Have drive, enthusiasm and a desire to work in an evolving organisation
• Have the ability to work under tight time pressure
• Have the ability to explain technical information in business terms

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.

You will have responsibility for the coordination of ATM and Cash incidents in order to reduce the impact to Nationwide’s reputation, customers and industry compliance. You will implement solutions to customer satisfaction within agreed time-scales and quality standards, enhancing customer interaction through offering a best in class customer experience.
You will be working collaboratively with colleagues across the business and the supply chain during the resolution of incidents to minimise any impact to critical business and customer-facing services. You will take ownership and accountability for all incidents and provide regular updates to the Team Manager in the event of any interruption to service.
You will be responsible for identifying and recommending opportunities for increasing service levels and cost prevention. You will be reviewing performance data and providing recommendations to contribute to continuous improvement service programmes. You will demonstrate awareness of and comply with processes and procedures set out within the published knowledge articles.