Inbound Customer Service Advisor - Home Mortgage Services

at  Nationwide

As a Telephony consultant you will play a key role handling inbound calls within Nationwide’s Mortgage Services. You will be working within our fast-paced inbound mortgage telephony operation. Our telephony teams are highly skilled and naturally embody customer service, putting our members at the heart of everything they do. If you have the passion to provide an exceptional, memorable and legendary service to our members, then this role is for you.
At Nationwide we openly put our 15 million members at the centre of every decision we make as a business. Every role, no matter what it’s doing, is member focused.
This role is within Home Mortgage Service answering member calls for post completion mortgage accounts. You will discuss a range of services including advocating self-serve through our online services and support the member through their journey.
The role is a full-time position, working 35 hours per week, between the hours of 8am - 8pm with 1 in 3 Saturdays, in Home Mortgage Service – Telephony Operation. You will be required to attend the Northampton Office 2 days per week.
We will be running an Assessment Centre for this position, therefore you must be available to attend our Northampton office on the 5th or 6th November 2024. The start date for this role is the 20th January 2025.
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.
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

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. Are you someone who really does want to make a difference for our members?

Skills we require:

• Be competent in using different IT systems.
• Have experience working in an inbound call centre environment or face to face customer service
• Thrive in a target driven environment
• Be customer focussed, a quick learner, a good communicator
• Work both individually and as part of a team
• Be able to show empathy and sympathy using the tone of your voice

We’re also interested in who you are as a person. Why? Because our membership is made up of so many different kinds of people, so we want our employees to be just as diverse. We’d love to hear about:

• Your values, and what makes you who you are
• How you’d make a difference to our members in this role

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.

Working in a busy mortgage telephony operations team, you will see yourself juggling the demands of high volume of incoming phone calls, identifying and resolving customer and solicitor enquiries holistically across the mortgage journey with varying levels of complexity and risks.
You will maintain in-depth product and process knowledge with an expectation to resolve customer queries at the first point of contact where possible.
Be able to identify and recognise areas of customer dissatisfaction and resolve, redirect or escalate as appropriate in line with policies and procedures, to deliver an exceptional customer experience every time.
You will support our customers through self-service functions and manage their expectations where required.
Show exceptional skills to support our vulnerable customers when they need us the most.