Senior Customer Administrator

We’re looking for a highly organised and knowledgeable Senior Customer Administrator to join our Team, supporting the accurate and efficient administration of complex mortgage completion cases.

This role sits within our specialist mortgage operations function, focused on delivering high-quality administrative support and expertise related to high-risk The Mortgage Works (TMW) Completions.

As a Senior Customer Administrator, you’ll be responsible for processing mortgage completions funds on the third party IPortal, reviewing case information, and investigating payment queries, liaising with Release SME’s and the Completions team.

You will be skilled in multiple Finance tasks ranging from Overpayments to reviewing payment reports. You will have a key responsibility of processing the faster payment refunds, which will require you to be in the office a minimum of two days a week and to be flexible.

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

The working hours (per week) for this role can be between 21 and 35 hours.

This is a 12-month secondment opportunity.

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 Bournemouth 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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The hiring manager for this role is Ben Ketteridge, and the main recruitment contact is Jemma Ives.

What you’ll be doing

Process and release mortgage completion funds

Accurately process and release mortgage completion funds for The Mortgage Works (TMW), ensuring all payments are made on time and in line with business requirements.

Verify payment instructions and documentation

Review Certificates of Title, banking details, and supporting documentation to ensure all information is complete, accurate, and compliant before funds are released.

Conduct regulatory and risk checks

Complete appropriate payment verification, Funds Transfer Regulation (FTR) checks, and other controls to protect customers and the business from financial crime and processing errors.

Collaborate with internal and external stakeholders

Work closely with solicitors, mortgage operations teams, payment specialists, and other business areas to resolve queries, manage urgent requests, and ensure a seamless customer journey.

Maintain accuracy and service standards

Ensure all releases are processed within agreed service levels, maintaining high levels of accuracy, customer focus, and adherence to operational procedures and controls.

About you

The minimum requirements for this role are:

• Recent experience in mortgage administration or financial services operations
• Working knowledge and proficiency with our Summit system
• Confident interpreting complex information and resolving queries
• Confident communication skills (both verbal and written), through multiple channels e.g telephone, letter, webchat
• Ability to self-motivate and thrive under pressure whilst maintaining accuracy and service standards.
• Proactive and empowered to make decisions within a framework
• Effective time management and ability to manage personal workload

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.