Collections Consultant

• Help Nationwide customers who are facing financial difficulty by having honest, empathetic conversations about their personal and financial situation. • Use in-depth questioning skills to build rapport and guide customers over the phone to achieve the best mutual outcome. • Work in a telephone-based role that requires sensitivity, empathy, and personal resilience through difficult and often sensitive conversations. • Hours can be between 28 and 35 per week, with both part-time and full-time options available. • Core business hours are 8am–8pm Monday–Friday and one in three Saturdays (time given back elsewhere in the week). • Also available in Sheffield, Bournemouth, Wakefield, Dunfermline, and Swindon, with at least two days per week in the office (or 40% for part-time). • Training is typically 9 weeks, with the first and sixth weeks on site in Northampton (Monday–Friday, 9am–5pm). Nationwide covers accommodation and travel costs for the first training week if needed.

• Be resident and eligible to work in the UK. • Be based within commutable distance from one of Nationwide's offices or hubs. • Have access to a dedicated workspace free from all distractions. • Have access to a private, stable, and fast broadband connection. • Be a team player able to work and thrive in a fast-paced environment. • Demonstrate consistent commitment to putting customers first. • Show empathy and sensitivity when speaking with customers in difficult situations. • Have a level of personal resilience for handling sensitive conversations.

• Have previous experience in collections, debt recovery, or financial difficulty support. • Have experience in a telephone-based customer service or contact centre role. • Have experience working within financial services. • Have knowledge of financial products such as mortgages, savings, or lending.

• Speak with customers respectfully and empathetically to fully understand their circumstances. • Work through the options available to customers facing financial difficulty. • Use in-depth questioning skills to build rapport and guide customers to the best mutual outcome. • Establish which options are most suitable to help customers get back on track. • Handle difficult and often sensitive conversations with care and professionalism. • Keep members' data safe and secure at all times.

• Receive a salary from £26,500 (pro rata for part-time). • Take 25 days holiday, pro rata. • Access private medical insurance. • Receive a highly competitive pension. • Access an annual performance-related bonus. • Get training and development to help progress your career. • Access additional benefits through the salary sacrifice scheme. • Receive life assurance. • Access Wellhub for a range of free and paid health and wellness options. • Take up to 2 days of paid volunteering per year.

Nationwide is a mutual owned by its members — customers who bank, save, or have a mortgage with it. The society challenges the financial sector status quo, sharing profits with members and putting their needs first. Nationwide is purpose-driven, working for the good of customers, communities, and broader society.