Senior Collector and Negotiator - November 2024

at  Nationwide

Are you looking for a rewarding career supporting customers through challenging times?
People need our help more than ever within our Collections & Recoveries department. You’ll use your customer service skills to guide them delicately over the phone to achieve the best outcome. The Collections & Recoveries department plays a vital role in supporting our customers through difficult situations.
With your strong work ethic, we will give you full training and support to carry out the role successfully and support you with your development.
This position is a full time 35 hour working week, Monday - Saturday. You will be required to work 1 in every 3 Saturdays and be fully flexible for shift patterns between the hours of 8am - 8pm, however we do have part time opportunities available, working a minimum of 21 hours per week.
If this role is advertised as part time the salary will be pro rata.
The first 8 - 10 weeks of training will require you to work the hours of 9am - 5pm.
We will be running remote interviews for this position, so you will need to be available to attend a teams interview.
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 five days of training will be based in our Northampton office and then once in role, we will adopt the above principles. This is so that you can build relationships with your trainers and new colleagues.
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

You might already be from a Customer Service background, but even if you are not and are 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:

• To be resident and eligible to work in the UK
• To be based within a commutable distance from our Northampton office as per our hybrid working policy
• To be responsible & accountable for always keeping our members data safe and secure.
• To have access to a dedicated workspace free from all distractions.
• To 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.

At Nationwide we believe in helping others, that’s where you come in. We’re looking for people with a positive and inquisitive mindset and a commitment to support our customers when they need it most. Your role will be to help our customers who are facing financial difficulty. This will entail having honest conversations about their personal and financial situation, to enable you to establish which options are most suitable to get them back on track.
This is a telephone-based role that will involve speaking directly with customers showing sensitivity and empathy to our customers through what can be difficult and often sensitive conversations. This will require you to have a level of personal resilience.