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Administrator - Specialist Customer Support

4 months ago

Swindon, United Kingdom Nationwide Building Society Full time

On behalf of AMS, Nationwide are seeking for a **Specialist Customer Support Administrator **for a **6 month** contract, based in Swindon, SN38 1NW

We’re looking for Customer Service Administrators to join our team. We're offering an **£12.00 hourly** rate, between 9-5 Monday to Friday.

**Start Date 1st July 2024**
**(due to training no leave first 6 weeks)**

**What you’ll be doing**

As a key part of the Specialist Customer Support team, you will be handling a wide variety of cases from the full range of Specialist Customer Support services including Bereavement, Power of Attorney, Times of Need & Donors.

This is a fast paced role and you will be handling several cases at the same time, working on multiple systems.

**About you**

Being a people person is key, you'll also need to have strong administration and IT, attention to detail and have excellent written and spoken communication skills. You’ll be in contact with our vulnerable callers, so you'll need to listen and understand their needs by asking the right questions and communicate clearly to them, so they understand how we can support them during this difficult time. You will need to retain a high level of information on the full Specialist Customer Support process, multiple stages and complex enquiries.

Displaying customer first behaviours, empathy and being able to adapt your style on each call to our members and colleagues is crucial.

As a minimum requirement, you will:

- Have a strong background in administration and customer service.
- Have an understanding of how internal processes and systems operate.
- Be able to demonstrate a high degree of empathy and understanding in extremely sensitive situations, building the trust of the customer.
- Have high emotional resilience and emotional intelligence.
- Be highly proactive, able to make key decisions when under pressure and escalate where appropriate.
- Be organised and efficient to ensure the cases are handled swiftly and accurately.
- Be solution-driven and problem solve using accountable freedom.
- Good organisational awareness
- Good team player

**Why work at Nationwide?**

We’re different from other financial service providers. We’re a building society, owned by our members. And for over 130 years, we’ve supported those members to make the most of their money and achieve what they want from life.

That’s reflected in the way we work here at Nationwide. We come together to make sure we’re doing things in the best way possible, both for each other and for our members. If you join us, you’ll be part of that. You’ll be able to help us build something really quite special. And you’ll have the opportunity to make a real difference.

As a mutual organization, we are guided by a social purpose which we interpret as ‘building society, nationwide’. A key element of fulfilling this purpose is employing a mix of people that reflect the wider communities that we serve.

On top of that, we always want you to be yourself. To use your skills and experience to make our Society stronger. To feel valued for who you are, not just what you do. Because here at Nationwide, we understand that we can do more together than we ever could alone.

**What to do next**:

- Have CV up to date **you will be called by Stephen 02038806974 or one of the team **to be screened and interviews start 28th May.

Pay: £12.00 per hour

**Benefits**:

- Canteen
- Discounted or free food
- Free parking
- On-site gym
- On-site parking

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Swindon, SN38 1NW: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (required)

**Experience**:

- Customer service: 1 year (required)
- Empathy: 1 year (preferred)
- Administration: 1 year (required)

Work Location: Hybrid remote in Swindon, SN38 1NW

Reference ID: SCSA2105