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Business Incident

4 months ago

England, UK, United Kingdom Nationwide Building Society Part time

At Nationwide, we’re known for putting our customers at the heart of everything we do. That’s no different when things go wrong. Emergency situations can happen at any time of day or night. When they do, you want to know that the team responding know what to do and how to do it as quickly and efficiently as possible. You want to know that they can keep a level head under pressure and can adapt to the situation as it develops. You need them to be able to lead their team and minimise the impacts of the situation on everyone impacted.


Our Incident Management team have navigated the Society through a number of situations over the last few years, including our response to Covid-19, a major supplier collapse, IT outages and everything in between. We support all parts of the business, not just technical issues and we’re looking for a Business Incident & Exercising Consultant to join our team.


The Incident Response team enable and prepare communities across the Society to achieve better customer outcomes and business resilience during times of disrupted service. Through proactive engagement, collaboration and innovation, we deliver procedures, processes and technology to respond to threats and incidents.


Everything we do has a direct impact on Nationwide’s success, meaning that in this team you will make a direct difference to our customers and employees.


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. 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.


What you'll be doing

As Business Incident & Exercising Consultant, you will be responsible for providing subject matter expertise for Society-wide Incident planning, response and exercising. Supporting senior managers, you will enable the right decisions to be made during an incident, taking into consideration customer and conduct risk. You will manage the development of a best-in-class crisis & business incident management service through the delivery of procedures, systems and policies that enable our teams, as well as supporting exercises and post incident/exercise reviews. In addition, you will play an active role in the co-ordination and response to incidents across the Nationwide Group whilst rostered on-call.


About you

You will have or be able to demonstrate:

  • Business incident management experience as well as some meaningful operational resilience or end-to-end business continuity management, IT or risk background. Ideally (but not essentially), you are formally qualified, such as, BCI, ITIL Service Management, IRM or significant experience.
  • Experience of developing plans and managing the projects required to bring them to life.
  • Experience/awareness in risk management and risk identification.
  • Good relationship management, influencing and core customer service skills.
  • Good communication skills, with the ability to influence colleagues up to senior manager level.
  • Resilience and high levels of motivation to self-start, as well as relishing a challenge.
  • Capable of managing a range of issues across a technical and non-technical background.
  • Ability to articulate and communicate incident impacts and issues and constraints to managers and colleagues.
  • Awareness of Nationwide’s business objectives and structure including a good working knowledge of customer impacts and conduct risks.
  • Ability to think quickly under pressure, assimilate facts and make good critical decisions under pressure
  • Minimum degree level or previous experience.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

  • Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. 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.
  • Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.


The extras you'll get

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

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