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Senior Member Relations Consultant at Nationwide

Northampton, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

0.0

Posted On

30 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Management, Root Cause Analysis, Written Communication, Customer Service, Handling Sensitive Cases, Managing Complex Issues, Financial Ombudsman Service Knowledge

Industry

Financial Services

Description

We’re looking for someone to join our High Risk and Financial Ombudsman Service (FOS) Complaints Pillar to provide brilliant service through actively managing complaints, establishing the root cause to put things right, and delivering the Society’s written final response. As a Senior Member Relations Consultant, the complaints you handle will be urgent, sensitive and complex in nature, helping to fix things for some of our most vulnerable and distressed customers. This role will undoubtedly involve managing our most challenging complaints, but these can also be the most interesting and rewarding to resolve. 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 Northampton, Swindon, Wakefield or Dunfermline 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. [https://nationwide-jobs.co.uk/life-at-nationwide/rewarding-you] 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.

Responsibilities

The consultant will actively manage complaints within the High Risk and Financial Ombudsman Service (FOS) Complaints Pillar, focusing on establishing the root cause to resolve issues for members. This involves delivering the Society’s final written response for urgent, sensitive, and complex cases.