Customer Service Consultant

Nationwide Building Society; Dunfermline; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A prominent financial institution in Dunfermline is seeking Customer Service Consultants to assist customers with their banking needs. This role involves handling complex financial queries, providing exceptional support, and fostering strong customer relationships. Successful candidates will demonstrate empathy, flexibility, and excellent communication skills, and engage in a hybrid working model that balances office and homework. Competitive salary and benefits included.

Benefits

Private medical insurance

Competitive pension scheme

Annual performance-related bonus

Training and development opportunities

Salary sacrifice benefits

Life assurance

Health and wellness access

Paid volunteering days

Qualifications

• Ability to resolve complex financial queries effectively.
• Flexibility to work weekends and bank holidays.
• Willingness to undergo structured training without taking holidays in the first 6 weeks.

Responsibilities

• Take incoming calls to assist customers with banking queries.
• Provide expert guidance on financial matters.
• Build meaningful relationships with customers to enhance their banking experience.

Skills

Strong empathy and resilience

Excellent communication

Critical thinking

Customer-centric approach

Proficiency in software applications

Knowledge retention about products

Flexibility as a team player

Job description

At Nationwide, our Customer Service Consultants work hard taking calls to help our customers with navigate the convoluted world of banking, providing expert guidance and support, 7 days a week 8am-8pm.

Your day will consist of solving complex financial queries, turning challenges into opportunities for customer satisfaction and ensuring every call is a chance to showcase your banking prowess.

You’ll be working35 hours per week, between the hours of 8am-8pm, Monday to Sunday, with shift patterns typically based on a 3-week rotation of early, mid and late shifts. You will also need to be available to work weekends and bank holidays.

You will also be required onsite for the first 4 weeks during your initial training and due to the structured training programme, no holiday can be taken within the first 6 weeks of your start date, which is 16 th March 2026.

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 Dunfermline 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 tohybrid 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

You might already be from a Customer Service background, but even if you are not and are looking for a change in career where you can make a real difference and provide our customers with simply brilliant service, then this opportunity is for you!

Joining our team, you will experience the thrill of working in a sector that's constantly evolving, with new technologies and trends to understand allowing you to stay ahead of the curve by mastering the latest banking products and regulations.

You’ll embrace the challenge of meeting our goals, with the satisfaction of knowing you're helping to shape the future of banking as well as building meaningful relationships with customers, becoming their trusted support in the labyrinth of financial services.

Here at Nationwide, it’s not just a job, it’s a career and there are so many ways that you can develop, progress and contribute to our success. From being open to trying new things through secondments or taking on a different or broader role which develops new skills many of our contact centre colleagues progress into other roles, taking their new skills to support our customers in the moments that matter most to them. When you push for high performance, from yourself and those around you, you thrive at Nationwide.

About you

For this role, you will need:

• Strong empathy and resilience, excellent communication and flexibility to effectively interact with customers and resolve their issues
• The ability to quickly identify and resolve customer issues, often requiring critical thinking and the use of available resources
• A customer-centric approach - prioritising customer satisfaction by actively listening, providing efficient solutions and ensuring a positive customer experience
• Proficiency in using various software applications and handling digital communication efficiently which is crucial for managing customer interactions and administrative tasks
• Great knowledge retention about our products and services to provide accurate and helpful support
• To be a flexible team player, playing your part in the wider team to meet customer needs

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:

From January 2026, all Nationwide colleagues will benefit from private medical insurance

A highly competitive pensionto help you build a strong foundation for retirement

Access to an annual performance related bonus

Training and development to help you progress your career

A great selection of additional benefits through our salary sacrifice scheme

Life assurance to provide peace of mind for you and your loved ones in the event of your death

Wellhub – access to a range of free and paid options for health and wellness

Up to 2 days of paid volunteering a year

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.

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.

Life at Nationwide

Some of the things that matter most to us: Delivering fairer finances and having a positive impact on customers' lives. Being truly inclusive. Rewarding high performance.

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