Customer Service Advisor - Tate Hertfordshire : Job Details

Senior Collector and Negotiator - January 2025

Are you looking for a rewarding career supporting customers through challenging times?

People need our help more than ever within our Collections & Recoveries department. You'll use your customer service skills to guide them delicately over the phone to achieve the best outcome. The Collections & Recoveries department plays a vital role in supporting our customers through difficult situations.

This position is a full time 35 hour working week, Monday - Saturday. You will be required to work 1 in every 3 Saturdays and be fully flexible for shift patterns between the hours of 8am - 8pm, however we do have part time opportunities available, working a minimum of 21 hours per week.

If this role is advertised as part time, the salary will be pro rata.

The first 8 - 10 weeks of training will require you to work the hours of 9am - 5pm.

We will be running an assessment centre for this position, so you will need to be available to attend either the 7th or 8th November In the office.

To help you to settle into your role and connect with your team, the first five days of training will be based in our Northampton office and then once in role, you will work in a hybrid pattern of 2 days within the office and 3 from home.

What you'll be doing

At Nationwide we believe in helping others, that's where you come in. We're looking for people with a positive and inquisitive mindset and a commitment to support our customers when they need it most. Your role will be to help our customers who are facing financial difficulty. This will entail having honest conversations about their personal and financial situation, to enable you to establish which options are most suitable to get them back on track.

This is a telephone-based role that will involve speaking directly with customers showing sensitivity and empathy to our customers through what can be difficult and often sensitive conversations. This will require you to have a level of personal resilience.

About you

You might already be from a Customer Service background, but even if you are not and are looking for a change in career where you can make a real difference in people's lives, then this opportunity is for you. We'll give you all the training you need to set you up for a successful journey with us in this highly rewarding role.

You'll need to:

• To be resident and eligible to work in the UK
• To be based within a commutable distance from our Northampton office as per our hybrid working policy
• To be responsible & accountable for always keeping our members data safe and secure.
• To have access to a dedicated workspace free from all distractions.
• To have access to a private, stable and ideally super-fast broadband connection.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It's also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

The extras you'll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension - if you put in 7% of your salary, we'll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• WellHub - Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata.

If this sounds like something you would be interested for, then please apply now

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.