Specialist Service Consultant

At Customer Resolutions, we’re passionate about delivering a brilliant service. Every complaint is more than a challenge, it’s an opportunity to learn, improve, and make things right for our customers. When something goes wrong, we put it right. And when we see an opportunity to prevent it happening again, we take it!

As a Specialist Service Consultant, you’ll play a vital role in shaping an exceptional experience for every customer. If you genuinely care about people, love listening, and thrive on solving problems, this could be the perfect role for you. We’re looking for curious, confident individuals who can understand what has happened and work with customers to reach the right outcome - first time, every time.

We are currently recruiting UK wide for our next induction dates of 16 th February and 9 th March. Although we are recruiting for our primary site locations, we would also welcome applications from talented colleagues who work remotely and require the support of a hybrid exception. See further details below.

If you are internal and have experience handling complaints within the 3-business day process, we’d love to hear from you.

The initial training will last 3 weeks.

It’s essential to ensure you are set up for success, so no time off will be permitted during this time. Whether you’re new to Customer Resolutions or bring experience, this training is key to your development so this phase will include 4 face-to-face days per week at designated locations. Expenses will be covered if travel is required.

Travel to one of our sites may also be required during your day-to-day role, but we’ll always provide plenty of notice and will again cover any necessary expenses.

Typical working hours for this role are 9am-5pm, Monday to Friday but we are happy to consider flexible working approaches to help you perform at your best.

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 one of our offices in London, Bournemouth, Swindon, Northampton, Sheffield, Wakefield or Dunfermline

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location, we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Uncompromisingly Customer, whatever our role

There are all sorts of employee benefits available at Nationwide, including:

From January 2026, all Nationwide colleagues will benefit from private medical insurance

A highly competitive pensionto help you build a strong foundation for retirement

Access to an annual performance related bonus

Training and development to help you progress your career

A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death.
• Wellhub – access to a range of free and paid options for health and wellness

Up to 2 days of paid volunteering a year

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by…