22 Oct
Nationwide Building Society
Great Britain
On behalf of AMS, Nationwide are seeking for a Specialist Customer Support Helpdesk Consultant for a 12 month contract, working from home depending on location
(as hybrid rules can come into effect due to location)
Our customers can sort out their finances from the comfort of their own homes, and you can help them from the comfort of yours. We’re looking for Customer Service Advisors to join our team. We're offering an £12.64 hourly rate, working from home, between 9-5 Monday to Friday and every fourth week 9-2 (lieu time given back).
Start Date 18th November 2024
(due to training no leave first 6 weeks)
What you’ll be doing
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, ranging from processing a notification, to 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 caller to these sources of help, whether this be either internal or external support networks and charities.
Our Bereavement team sit within a wider department of Customer Specialist Support where we also support customer in times of need, Power of Attorneys and Donor’s where we will look to multi skill you onto these skill sets.
About you
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 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:
- Be able to demonstrate a high degree of empathy and understanding in extremely sensitive situations,
building the trust of the customer
- Have an understanding of how internal processes and systems operator
- 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
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 organisation, 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:
If you’d like to apply, just click the ‘Apply now’ button.
- Have CV up to date you will be called by Stephen 02038806974 or one of the team to be screened and interviews start 5th September
- NB (all candidates offered will need to be credit checked, Basic DBS and right to work documents available, ID and Proof of address in UK)
If we receive a high volume of relevant applications, we may close the advert early, so please apply as soon as you can.
Best of luck in your application!
Job Type: Full-time
Pay: £12.64 per hour
Expected hours: 35 per week
Benefits:
- Work from home
Schedule:
- 8 hour shift
Education:
- GCSE or equivalent (required)
Experience:
- Customer service: 1 year (required)
- Microsoft Office: 1 year (required)
- Empathy: 1 year (preferred)
- Telephony: 1 year (required)
Work Location: Remote
Reference ID: SRBV0524