Business Support Consultant

at  Nationwide

At Nationwide we put our 15 million customers at the centre of every decision we make as a business. Every role, no matter what it’s doing, is customer focused. In Customer Resolutions we put things right when they go wrong for our customers, and learn from this insight to stop issues happening again. We’re a specialist area focused on resolving complaints, remediating incidents and operating customer data processes.
In OPE we work with the leadership team to ensure the right priorities are being delivered, across local and central initiatives, and that these are well coordinated and understood. In your role as a Business Support Consultant you will be driving planning and colleague engagement activity across our function, helping our teams run smoothly so that customers get the service they deserve. You will work with subject matter experts and key stakeholders across the business to ensure our activities are understood and prioritised across customer, colleague and engagement agendas.
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 either our Swindon, Northampton, Wakefield, or Masterton Park office. 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

• Excellent communication and influencing skills with the ability to present information to a variety of audiences including senior leaders, verbally, visually and in writing
• Strong problem-solving, curiosity, comfort in navigating ambiguity, with a willingness to learn
• Demonstrable planning and organisational abilities to allow sizing, scoping, identification of dependencies, and prioritisation of activity
• Strong analytical skills that can help shape and drive change and efficiencies across our deliverables
• Experience of working in business support, event management, change or project management
• Excellent collaboration and teamworking skills; able to work with a range of stakeholders across the business; comfortable working with senior leaders

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 be responsible for prioritising and coordinating an ambitious agenda across a wide-ranging department, containing multiple operational and non-operational teams. Sharing knowledge, understanding requirements and dependencies, and working collaboratively to ensure teams are aligned will be key activities. You will use strong problem-solving and analytical skills to navigate a route through a multifaceted, highly regulated environment, to balance a range of customer and business outcomes.
This role has regular engagement with senior leadership and executives, so a high standard of business writing, verbal communication and influencing is crucial, to ensure all stakeholders are aligned and working towards common goals, providing updates, recommendations and insight to agreed timescales and standards.
This role will involve supporting workshops and events, which will include a periodic need to travel to other sites (London, Northampton, Wakefield, Swindon, Dunfermline) with potential overnight stays, around 1-2 times a month.