Lead Support Officer

Business Banking is one of the fastest‑growing and most energised parts of our organisation and we’re looking for a customer‑focused, Lead Support Officer to join our Social Housing Lending Team. If you thrive in a collaborative, fast‑paced environment, love helping customers and want to play a key role in supporting housing association customers from across the UK, then this may very well be the role for you. You will be part of the team that looks to generate new lending’s for existing customers or brand-new customers to the Society. You will also be responsible for ensuring that our existing customers receive a simply brilliant experience. We are looking for enthusiastic team players, who have a proven track record of developing excellent customer relationships, alongside providing outstanding customer service.

The role is within the Social Housing Team, that is part of Business Banking. You will be responsible for supporting your relationship team by providing outstanding customer service, monitoring the performance of a portfolio of existing Social Housing customers and assisting the team in delivering new lending’s in support of Nationwide’s “Mutual Good” commitments.

We are happy to consider flexible working approaches to help you perform at your best.

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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at our Northampton office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

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.

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.

The hiring manager for this role is Mark Evans, and the main recruitment contact is Bhavit Panchmatia.

What you’ll be doing

On a day-to-day basis, you will be talking to our customers about their plans and goals and looking for ways to support them. You will be receiving financial and performance information from customers and undertaking reviews of it; checking that all aspects of compliance are being met. You will be responsible for assisting in analysing financial performance of your customers and supporting in the production of reports to credit utilising your analysis. Additionally, you will be keeping up to date with developments and issues affecting the Social Housing Sector.

About you

As a minimum, you will have:

• Extensive experience of social housing business plans

• Experience of dealing directly with company directors in a business capacity

• Experience of analysing customers financial accounts, numerate with strong analytical skills

• Strong customer service skills, either delivered by telephony or face to face

• Excellent communication skills, written and verbal

• Able to manage and prioritise multiple workstreams

• Someone who can research and assimilate information from different sources

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.