In this role, you will provide first‑line guidance to branch colleagues across key telephony support lines, including Branch Balancing, Payment Enquiries and Branch Emergency Support. You’ll offer clear, accurate advice on Nationwide policies and processes, ensuring colleagues receive the right support while escalating any complex or unfamiliar queries to more experienced team members. You will work closely with colleagues across the organisation to gather essential information and help resolve both straightforward and complex issues. You’ll also maintain high quality records and support updates to procedures or systems, while not acting as the technical expert. In addition, you may support our delivery of simply brilliant service by proactively and efficiently investigating Verbal and Aggressive Behaviour (VAB) incidents. You’ll take ownership of cases from initial investigation through to root‑cause analysis, ensuring fair and appropriate outcomes for customers while providing timely and appropriate support and reassurance for colleagues during challenging situations. 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. 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 Alongside this, you’ll manage Verbal and Aggressive Incidents end‑to‑end, gathering information, following investigation processes and ensuring every case results in a good customer outcome. You’ll communicate effectively with colleagues and stakeholders, providing timely updates, signposting wellbeing support where appropriate, and helping to de‑escalate challenging or sensitive situations with confidence and empathy. About you The minimum requirements for this role are: • Excellent understanding of the Society’s till and branch balancing procedures • Experience in a customer‑facing environment, with strong knowledge of Nationwide products, policies, processes, systems, and wider financial services • High attention to detail with consistent adherence to processes, procedures, and case‑management systems • Confident communication skills, able to engage effectively with customers and stakeholders as well as delivering clear and concise complaint responses (both verbally and in writing) • High level of empathy, with strong listening and questioning skills to support thorough investigation and fair outcomes in line with regulation • Proactive and adaptable, thriving in a fast‑paced environment with shifting priorities • Strong time‑management skills, able to manage workload flexibly and meet prescribed timescale 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 Jess Lloyd, and the main recruitment contact is Jemma Ives.

Incident Support Consultant