Specialist Multi Skilled Consultant

At Nationwide, a Specialist Multi-skilled Consultant is there to support the customers who need us the most. It is an important role that requires you to be resilient and adaptable to change. You will work within operational areas to support peaks and troughs in demand.

Good teamwork is built into the way we do things, and even at home, you’ll have lots of support from friendly colleagues when you need it.

For each Operational area you are deployed into, there will be a training period of up to 5 weeks. No holiday will be permitted during this time. If this training is on-site at one of our offices or hubs, expenses for travel and accommodation will be covered.

Your working hours will be between 8am and 8pm, Monday to Sunday, and you must be able to accommodate the working patterns of the department to which you are deployed.

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.

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.

As a Specialist Multi Skilled Consultant, you will be deployed into an Operational area of the business for a period of time in which they need our help.

Depending on the area you are deployed, you will be responsible for undertaking a range of specialist and multi-layered tasks supporting our customers when they need us the most. You could be supporting our members through financial hardship, bereavement, customer dissatisfaction, incidents of fraud, or customers who are vulnerable in some other way. We’ll give you all the training you need to set you up for a successful journey in each department.

This is a customer-facing role, and the operational area in which you are deployed could involve working in a telephony environment, an administration-based environment, or a mix of both.

Your role will be agile, and you will be required to provide a high level of support wherever needed, undertaking different responsibilities dependent on the needs of our customers and business priorities. You will need to be resilient and flexible as you will be required to adapt to changes and learn new processes at pace.

As a minimum requirement, you will have:

• Considerable experience within a Financial Services role, building meaningful relationships with customers
• Experience in evaluating and interpreting information and data to reach a conclusion
• The ability to multitask through good planning and the organisational skills to manage and hold multiple competing priorities and deliverables
• Demonstrable attention to detail and accuracy for both numerical and written material, including data and insight
• Experience of collaborating with different business areas and colleagues whilst building good relationships
• The drive to embrace change and support continuous improvement
• Adaptability and be comfortable working in a fast-paced, changing environment

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every…