Every day, our Specialist Support Team supports members facing some of life's most challenging circumstances. As a Senior Case Handler, you'll provide empathy, guidance and practical help when it is needed most, taking the time to understand each member's unique situation and helping them find a path forward. The impact you can make in this role is truly significant. As part of a dedicated specialist team within Nationwide Building Society, you'll deliver personalised support to members whose circumstances require additional care, understanding and time. This is far more than a traditional customer service role. A conversation with you could provide reassurance during a crisis, help someone access the right support, or offer hope and confidence when they feel overwhelmed. Our outbound calls are purposeful and considered. You'll have the opportunity to review each member's circumstances, understand their needs and prepare before making contact, enabling you to provide tailored support that focuses on the individual rather than simply following a process. At Nationwide, we recognise the compassion, resilience and emotional intelligence required to support members through difficult times. We value the care and commitment our colleagues bring every day and are proud to have a team that puts members at the heart of everything they do. This is an opportunity to use your experience and skills to make a genuine difference to people's lives, helping members navigate some of their most challenging moments with confidence and dignity. This is a 12-month secondment 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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Northampton or Bournemouth site approximately once a quarter. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application. RESPONSIBILITIES What you’ll be doing As a Senior Case Handler within the Specialist Support Team, no two days are the same. Three days each week, you will be speaking with members over the phone, handling approximately 8 to 10 calls per day. We do not use automated diallers. Our outbound calls are made with purpose, giving you the opportunity to review each member's circumstances, understand the support they may need and prepare yourself before making contact. This allows every conversation to be thoughtful, personalised and focused on achieving the best possible outcome for our members. The remaining two days of your week will be spent managing our dedicated specialist inbox. This provides variety in how you support members and helps ensure they receive the right response at the right time. We recognise the care, empathy and emotional energy required when putting members at the heart of everything you do. That is why activities are rotated across the team, creating greater variety, supporting wellbeing and enabling you to continue delivering the high-quality service our members deserve. In this role, you will make a meaningful difference to members every day while developing valuable specialist skills through comprehensive training and ongoing support. You will join a compassionate and collaborative team that works together to provide exceptional support, helping members navigate a range of circumstances with confidence, care and understanding. This is a rewarding opportunity to build your expertise while making a genuine impact on our members' lives. About you To be successful in this role, you will have: • Experience of supporting vulnerable customers with empathy, compassion and professionalism, demonstrating resilience and emotional intelligence when managing sensitive or challenging conversations. • Previous experience within Collections & Recovery, a telephony-based customer service environment, or a branch setting. • Experience managing complex customer cases, providing tailored support solutions and/or applying safeguarding principles to protect customer wellbeing. • Proven ability to work collaboratively with a range of internal and external stakeholders to achieve positive customer outcomes. • Strong active listening and communication skills, with the ability to build rapport, understand customer needs and identify appropriate solutions. • Experience handling sensitive situations and making informed decisions to ensure customers receive the right support at the right time. 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. 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 on Don’t be conned by a job scam. [https://www.nationwide.co.uk/news-and-stories/job-scams/] The hiring manager for this role is Emma Dennison, and the main recruitment contact is Tyler Ward.