Senior Case Handler

Northampton, United Kingdom
Bournemouth, United Kingdom
Wakefield, United Kingdom
London, United Kingdom
Swindon, United Kingdom

People need our help more than ever, within our Specialist Support team in our Collections & Recoveries department you’ll use your empathy, problem solving and knowledge of supporting charities to guide our members with additional support needs through these tricky times, using various communications channels depending on their need.

The Specialist Support Team within our Collections & Recoveries department plays a vital role in supporting vulnerable members during these unprecedented times.

Bring your enthusiasm for helping and we’ll give you full training. Strong teamwork is built into the way we do things so, even at home, you’ll have lots of support from friendly colleagues when you need it.

We are happy to consider flexible working approaches to help you perform at your best.

This is a 12-month secondment opportunity.

The working hours (per week) for this role can be between 28 and 35 hours.

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 be located at our nearest regional hub.
There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be once a quarter. If your application is successful, your hiring manager will provide further details on how this works.

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.

More rewarding. From 1 July 2026, the minimum salary for this role will be £27,500.

Uncompromisingly Customer, whatever our role

• Access to private medical insurance
• A highly competitive pension to 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 fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

At Nationwide, we believe in helping others. That’s where you come in. We’re looking for people with a positive attitude and a commitment to support our members when they need it most.

Your role will be to help our vulnerable members who are having problems meeting repayments and have support needs that require a bespoke, caring, and compassionate approach.

This is a telephone-based role that will involve speaking directly with members showing sensitivity and empathy and resilience to guide our members through what can be difficult and…