Home based

3 weeks ago


Swindon, United Kingdom Nationwide Building Society Full time

As a Telephony consultant you will play a key role handling inbound calls within Nationwide’s Mortgage Services. You will be working within our fast-paced inbound mortgage telephony operation. Our telephony teams are highly skilled and naturally embody customer service, putting our members at the heart of everything they do. If you have the passion to provide an exceptional, memorable and legendary service to our members, then this role is for you.
This role is within Home Mortgage Service answering member calls for post completion mortgage accounts. You will discuss a range of services including advocating self-serve through our online services and support the member through their journey.
The role is a full-time position, working 35 hours per week in Home Mortgage Service – Telephony Operation. You will be required to attend the Swindon Office 2 days per week.
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, at one of our offices. You can also find out more about our approach to hybrid working here .
Working in a busy mortgage telephony operations team, you will see yourself juggling the demands of high volume of incoming phone calls, identifying and resolving customer and solicitor enquiries holistically across the mortgage journey with varying levels of complexity and risks.
Be able to identify and recognise areas of customer dissatisfaction and resolve, redirect or escalate as appropriate in line with policies and procedures, to deliver an exceptional customer experience every time.
You will support our customers through self-service functions and manage their expectations where required.
Show exceptional skills to support our vulnerable customers when they need us the most.
Have experience working in an inbound call centre environment or face to face customer service Thrive in a target driven environment
It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
~ Life assurance worth 8x your salary
~ A great selection of additional benefits through our salary sacrifice scheme
~ Access to an annual performance related bonus
~ Access to training to help you develop and progress your career
~ 25 days holiday pro rata

Nationwide is the largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK's population. As a building society, we're owned by our members - that's our customers who have their current account, mortgage or savings with us.



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