Senior Customer Service Advisor (Secured Admin Team

Senior Customer Service Advisor (Secured Admin Team)

Bournemouth, United Kingdom

As a Senior Customer Service Advisor within the Collections & Recoveries Secured Admin Team, you will have the opportunity to broaden your experience, strengthen your technical capability, and play a key role in supporting our customers when they need us most.

If you’re someone with excellent written communication skills, strong attention to detail, and the confidence to make sound decisions, this role offers an exciting step forward in your development journey. You’ll work across a wide variety of tasks, helping us deliver consistently great outcomes for our customers.

The working hours for this role are Monday – Friday 9am-5pm.

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 office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. 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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

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

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

Banking – but fairer, more rewarding, and for the good of society

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.

What you’ll be doing

As part of the Secured Admin Team, you’ll act as the first point of contact for customers and third‑party organisations who reach out via email or letter; demonstrating empathy and identifying key support needs from customer communications.

No two days are the same; you may be handling plan proposals, processing credit file amendment requests, or investigating complex account queries.

Within this role you will be required to conduct outbound calls where required (e.g., to solicitors, estate agents, housing associations)

You’ll review key information, establish facts, and use your judgement to determine next steps.

You’ll review accounts from our management queues in order to ensure they are located correctly, taking any action required such as sending an email to the customer, liaising with other…