Specialist Customer Support Helpdesk Consultant

7 months ago

Swindon, United Kingdom Yoke for CWS (AMS) Full time

On behalf of Nationwide, AMS are seeking a **Specialist Customer Helpdesk Consultant** for a 12-month contract with the possibility of extension or permanency working within Nationwide House, Pipers Way.

Our front line teams deliver Simply brilliant service every day. We know 63% of customers still value a face-to-face service offering and that's why through our Branch Promise we now have the biggest branch network in the UK.

**What makes us different?**

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.

As a building society, we’re owned by our members - that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose - _Banking - but fairer, more rewarding, and for the good of society_.

When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.

Working for Nationwide, you’ll have access to support and resources such as:

- **Healthy mind champions** - There’s an active group of colleagues, spread right across Nationwide, who are trained to provide a listening ear and signpost support options.
- **Colleague networks** - Across Nationwide, there are 14 networks which are open to all colleagues. Their aims are to provide peer support, work collaboratively with the business to achieve strategic ambitions, and act as a collective voice.
- **Online resources** - The internal intranet page is much more than a news site; it’s packed full of useful resources to support you and is a great place to go for more information on a whole range of topics.

**What you’ll be doing**

As part of our Specialist Customer Support department, you will be responding to calls from family members, third parties and our frontline colleagues with a high degree of empathy and sensitive questioning to identify their individual needs. You will be dealing with enquiries throughout the Bereavement process and giving information on next steps, what documents are required and how to proceed to closing accounts or dealing with debts outstanding. You will use multiple systems to identify and provide account information on new and existing cases and identify when expert collaboration is appropriate. It’ll be your responsibility to guide the member to these sources of help, either internal or external support networks and charities.

**About you**

We’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because our membership is made up of many kinds of people and we want our colleagues to be just as diverse.

What’s the **essential** and **measurable** experience and skills required to do this job?

Being a people person is key, you'll be answering calls from family, friends and 3rd parties notifying us that a loved one has passed away. You will be offering condolences and providing information and support that is needed to register the bereavement.

You’ll often be the individual who first makes 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 Bereavement process, multiple stages and complex enquiries.

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

As a minimum requirement, you will:

- Be able to demonstrate a high degree of empathy and understanding in extremely sensitive situations, building the trust of the customer (Similar experience is desirable emergency call handler etc)
- Have an understanding of how internal processes and systems operate
- Have the ability to differentiate between advice and guidance
- Have high emotional resilience and emotional intelligence
- Have a strong background in customer service and telephony experience
- Be highly proactive, able to make key decisions when under pressure and escalate where appropriate
- Be organised and efficient to ensure the call is Easy and Heartfelt for our vulnerable members
- Be solution-driven and problem solve using accountable freedom
- Good organisational awareness
- Good team player

It would be nice if you also:

- Have experience of our Banking & Savings products or Bereavement processes
- **Say it straight** - This is about being honest and direct

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