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Digital Services Customer Consultant Job Description

About you: Would you like to help customers sort out their finances from the comfort of their own home from the comfort of yours?

If you’re a confident communicator and looking to take on a new challenge in an established business, there’s really no better place for you. As a Digital Services Customer Consultant at Nationwide, you’ll be making members’ lives easier and helping them to make big decisions for their future.

What you’ll be doing

As a Digital Services Customer Consultant, you’ll respond to enquiries online through messaging, as part of our friendly team. This team receives enquiries for lots of different reasons. Customers may want to discuss their financial options, discuss bereavement cases, or enquire about internet banking. As the first point of contact for our customers, you'll adapt your communication style as necessary, while exceeding customer expectations and delivering a personable and knowledgeable service.

You can be based around the country, working from home, between 8am-8pm Monday to Sunday. Shifts will be rotated on a weekly basis, working five days out of seven. When you do work a weekend shift, you’ll only work a Saturday or Sunday, not both. You’ll have clear weekends off and times and schedules will be provided six weeks in advance.

There’s a competitive salary on offer, based on your customer service experience. Plus, there’s a range of employee benefits including access to an annual performance-related bonus, 25 days’ holiday, pro rata, life assurance worth eight times your salary, and a personal pension – if you put in 7% of your salary, we’ll top up by a further 16%. You’ll also have access to training to help you develop and progress your career as part of the Digital Services Customer Consultant team and beyond.

Skills, qualifications and experience we’re looking for

If you’ve got a customer service background in retail, or a contact centre, with recent experience using messaging or webchat to serve customers, this would be an advantage.

We’re also interested in who you are as a person. Why? Because our membership is made up of so many different kinds of people, so we want our employees to be just as diverse.

We’d love to hear about:

  • Your values, and what makes you who you are
  • How you’d make a difference to our members in this role

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually, so, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

In a nutshell

We’re a building society, not a bank. We want to help our 16 million members in the way that’s easiest for them, whether that’s in person, over the phone, via digital channels or using video technology. Whichever way they choose to contact us, there’ll be a friendly human at the ready. Our customers are members of our Society and now more than ever they need our help. You’ll use your customer service skills to guide them through these difficult times.

Contact your local Tate branch to enquire about current vacancies with Nationwide, or click here to browse all available jobs.