About the role

This is a vital role on our Savings telephone Helpdesk. Working alongside existing members of staff in a call centre environment, your key objective is to deliver an efficient and informed service, providing accurate information on a breadth of queries relating to Savings products. You can expect to receive calls directly from customers\', the branch network and other call centres within the group. In order to resolve more complex queries you may need to seek guidance from other Savings teams.

About you

This role does not require you to have any specific Savings related experience however, experience of working within a financial / customer service based institution will be advantageous. All our advisors undergo an induction and a comprehensive call handling course. In addition to this, you will receive coaching and support to further build on your existing skills, supporting your own drive to make a great contribution to the business.

Helpdesk Duties

• Professionally handling a consistent flow of Savings related telephone calls
• Adherence to schedules/rotas
• Meeting targets
• Liaising with Back Office teams on more complex queries
• Supporting Back Office on basic administration tasks during quiet periods

Skills /experience required

• Success in a customer focussed role, delivering to agreed service levels/targets
• PC literate, experience of using systems and ability to readily learn new ones (training on in-house systems will be provided)
• Maths & English GCSE or equivalent - grade C or above
• Ability to follow processes/procedures
• Strong verbal communication skills, with good questioning and listening ability
• Excellent time management
• Ability to work under pressure

Personal qualities required

• Reliable and dependable - committed to adding value throughout the assignment
• Self motivated, positive and solution focussed
• Uses initiative and judgement to resolve queries
• Takes pride in delivering a great service
• Keen desire to learn new processes/procedures
• Professional and personable
• Enjoys a telephone based role
• Team oriented

Expectations

Business dress is required - shirt / blouse, trousers / skirt and shoes (jeans, trainers or t-shirts are not permitted)

Working hours - Candiates maybe requested to cover 1 in 3 Saturdays but this is subject to change based on volumes

Opening hours for the helpdesk are 8.30 - 1900 with 0900-1200 on Saturdays.

About Nationwide

We are the world\'s biggest building society. In today\'s economic climate, our reputation for being open, honest and trustworthy is benefiting our customers. Underpinning it all is a commercial operation that\'s keenly competitive and constantly evolving. Right now, right across our business, we\'re aiming higher, thinking smarter and acting faster than ever before. We are looking for people who are proud of what we stand for, and who have the talent and drive to boost our performance still further.