Incident Support Consultant

In this role, you will provide first‑line guidance to branch colleagues across key telephony support lines, including Branch Balancing, Payment Enquiries and Branch Emergency Support. You’ll offer clear, accurate advice on Nationwide policies and processes, ensuring colleagues receive the right support while escalating any complex or unfamiliar queries to more experienced team members.

You will work closely with colleagues across the organisation to gather essential information and help resolve both straightforward and complex issues. You’ll also maintain high quality records and support updates to procedures or systems, while not acting as the technical expert.

In addition, you may support our delivery of simply brilliant service by proactively and efficiently investigating Verbal and Aggressive Behaviour (VAB) incidents. You’ll take ownership of cases from initial investigation through to root‑cause analysis, ensuring fair and appropriate outcomes for customers while providing timely and appropriate support and reassurance for colleagues during challenging situations.

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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

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.