We’re looking for an amazing individual to join our Customer Care Team, where you’ll support our customers with their everyday banking needs and make a real difference to our vulnerable customers and the experience they receive. As a Customer Care Advisor, you’ll specialise in supporting our customers who are impacted by digital change and need some extra TLC.  If you are self-motivated, enthusiastic, and ready to make a real difference within a supportive, friendly team then we are looking for you! Are you somebody who wants to make a difference every day? You love to listen to people, feel what the customer feels, have an ability to read between the lines and love to be able to help? Sound familiar? Then this opportunity is for you!    We are happy to consider flexible working approaches to help you perform at your best. 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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations, you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works. Virgin Money is now part of Nationwide Nationwide acquired Virgin Money in October 20 24. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated. 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. RESPONSIBILITIES What you’ll be doing As a Customer Care Adviser, you will work within the team to provide additional support to identified customers who are impacted by changes to our services. This will be via outbound and inbound calls, to understand their circumstances and as appropriate provide support and you will ensure you find the best possible solution for the customer. You will use your questioning and listening skills to find out about the customer and summarise the situation, keeping to our defined processes as you go. You’ll ensure that our vulnerable customer records are up to date and accurate. About you  We need you to have... • A caring, positive attitude with a genuine desire to exceed our customers’ expectations • Excellent communication and listening skills with the ability to empathise and deliver a simply brilliant experience. • The desire to speak with and actively assist customers • Push for better, asking questions and negotiating to deliver the best solution • A passion for delivering a simply brilliant experience 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. QUALIFICATIONS The extras you’ll get There are all sorts of employee benefits available at Nationwide, including: * 25 days holiday, pro rata • Private medical insurance • A highly competitive pension to 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. Once we’ve received your application successfully, we will invite you to the first stage; our online assessments! Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focussed around what’s important to us in a member facing role at Nationwide. In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what it’s like to work here at Nationwide. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy [https://nationwide-jobs.co.uk/privacy]. If you want to find out more about using AI in our recruitment process, please read more here [https://nationwide-jobs.co.uk/help-and-support]. Disability Confident We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level. That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support [Recruitment.Support@nationwide-jobs.co.uk]. Apply safely with Nationwide Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance onDon’t be conned by a job scam. [https://www.nationwide.co.uk/news-and-stories/job-scams/]