People Services Senior Advisor

Location

Swindon / Wiltshire

Salary

From £29,000

Contract

Temporary (Full Time - 12 months)

Reference

633

Closing Date

24 October 2025

Job description

As an AskHR Senior Advisor, you'll play a key role in supporting our AskHR team within the People Services department. You'll manage workflow, coach team members, and use data-led insights to improve performance and employee experience. As an AskHR Senior advisor you'll sit at the heart of the People function

This is a fantastic opportunity to step into a senior role in a dynamic HR environment. You'll receive full training and support to develop your coaching, mentoring and analytical skills, and gain exposure to the wider People function.

The role is within the People Services team, an evolving, specialist and professional operation which is at the heart of People. We champion great service to our colleagues and deliver progressive People Services through a unique blend of Human and Tech.

We are happy to consider flexible working approaches to help you perform at your best.

The working hours (per week) for this role can be between 30 and 35.

This is a 12 month Fixed Term Contract opportunity.

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, based at our Swindon office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

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.

What you'll be doing

Deputising for the AskHR Manager, including people management and stakeholder engagement you'll be managing team workflow and resource allocation to meet SLAs and optimise service delivery.

Other responsibilities will include triaging incoming queries to prioritise urgent requests and minimise handoffs, auditing contact quality and coaching advisors to improve outcomes and reduce reopened cases. Making timely decisions on welfare loan requests in line with policy will be another.

Using MI and performance data to identify trends and propose improvements will be a key task, while collaborating across the People function to prepare for pipeline changes and upskill the team where you will Support induction, training, and development of new and existing team members.

About you

You'll have:

• Knowledge of Nationwide HR policies and PeopleCloud.
• A passion for delivering excellent service and improving employee experience.
• Strong leadership and coaching skills.
• Experience in HR and/or call centre environments.
• Analytical skills to interpret data and drive improvements.
• Confidence in making decisions and managing escalations.
• Excellent planning, organisation, and attention to detail.

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 role:

• Feel what customers feel - We step into our customers' shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think – we're honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better - We don't settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you'll get

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

• 25 days holiday, pro rata
• From January 2026, all colleagues will have access to fully funded private medical insurance
• A personal pension – if you put in 7% of your salary, we'll top up by a further 16%
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance worth 8x your salary
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

What to do next

If this role is for you, please click the 'Apply Now' button. You'll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

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.

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