Customer Support Advisor - E Support

On behalf ofNationwide, AMS are seeking multipleCustomer Support Advisors for a12-month contract initially, with the possibility of extension or permanent opportunity , working withinthe Portman House, Bournemouth BH2 6EP.

Our frontline teams deliver Simply brilliant service every day. We know 63% of customers still value a face-to-face service offering and that's why through our Branch Promise we now have the biggest branch network in the UK.

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks,but we’re not a bank.

As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose –Banking – but fairer, more rewarding, and for the good of society.

Job description - the role

What you’ll be doing

You will manage a variety of administration-based tasks, including payment of procuration fees, intermediary registrations, updating and maintaining the Intermediary and Fees databases, ensuring accurate data entry at all times, as well as dealing with queries and technical issues via both email and Broker Chat, with phone calls when necessary.

You will also need to build and maintain effective working relationships both with internal and external clients, proactively identifying the root cause of any errors and making necessary corrections to resolve issues

This is a dual branded role working alongside Nationwide and TMW and cross training will be involved - this role may be based in one of two key teams:

• eSupport Team – Technical Broker Support

As a Customer Support Advisor in the eSupport team, you’ll be the first point of contact for brokers using our systems. This is a fast-paced, chat-driven role with a strong customer service focus.

Key Responsibilities:

• Join the eSupport team , supporting brokers via Broker Chat & Telephony .
• Provide technical assistance and guidance to brokers experiencing issues with the submission portal.
• Troubleshoot issues and provide workarounds or elevate to IT support when necessary.
• Respond to queries through chat and email & telephony
• Handle multiple broker chats simultaneously while maintaining service quality.
• Deliver a high level of customer service with patience, professionalism, and attention to detail

2. Operations (OPS) Team – Administration & Payment Support

In the OPS team, your focus will be on administration, broker registrations, and payment processing, supporting the broader broker network and internal systems.

Key Responsibilities:

• Focus on a range of administrative tasks , ensuring accuracy and consistency across all processes.
• Use Broker Support Chat & Telephony to communicate with brokers, primarily regarding registrations and general admin queries.
• Manage and maintain broker registrations and update relevant internal databases .
• Process and reconcile procuration fees accurately and on time.
• Work closely with the Financial Crime team to support relevant compliance processes.
• Administer termination processes where applicable, ensuring proper documentation and procedures are followed.

Candidate Profile: Key accountabilities, skills & experience

About you

What’s theessential andmeasurable experience and skills required to do this job?

• Strong communication skills – excellent written and verbal communication, able to engage clearly and professionally across chat, email, and phone.
• Administrative experience – proven background in handling structured admin tasks with accuracy and consistency.
• Attention to detail – precise with data entry, document checks, and payment processing; committed to right-first-time delivery.
• IT competency – confident using multiple systems and digital platforms, often simultaneously across dual screens.
• Highly organised and efficient – able to prioritise tasks, manage multiple chats/emails, and perform effectively in a fast-paced environment.
• Customer service mindset – patient, solution-focused, and committed to providing high-quality broker and client support.
• Financial services or mortgage knowledge – previous experience in these sectors is beneficial.
• Team player with a proactive attitude – collaborates effectively, learns quick…

Next steps

What’s on offer?

• Hourly rate: £14.29 per hour
• Total hours: 35 per week

Whatever your background, if you are self-motivated this could be an excellent opportunity for you to join the world’s largest building society and start a career in financial services.

If you understand the benefits of working collaboratively within teams, then a role here atNationwide could be for you. If you feel that this role is for you!

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