Senior Contact Strategy Analyst

Working within the Business Support Department in Nationwide’s arrears management function, Collections & Recoveries, we’re looking for an individual to join the Service Delivery Team. 

This role focuses on enhancing our technology to deliver best-in-class Collections and Recoveries performance through great customer service, in a cost-efficient manner.

This is a 12-month Fixed Term Contract.

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.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

The Senior Contact Strategy Analyst will play a leading role in ensuring a best-in-class, cost-efficient service for our members by driving improvements to productivity, service quality, controls, and customer satisfaction.

You will introduce and embed new technologies across Collections and Recoveries, working closely with operational teams, technology partners, and third-party suppliers to ensure solutions deliver maximum member and business benefit in a highly regulated environment.

You will also configure and support bespoke, specialist systems to deliver over 3 million outbound contact attempts per year to Collections and Recoveries members, ensuring all attempts adhere to regulatory requirements. 

About you

For this role, you will:

• Be curious, innovative, and creative, proactively identifying and driving new business opportunities, concepts, and cost-saving initiatives, and presenting proposals to the Service Delivery Manager and Senior Leadership team

• Ensure the adherence of contact strategies so the correct services and contact methods are used

• Ensure regulatory requirements, operational demands, and member needs are taken into consideration in any proposals to ensure that all strategies adhere to NBS and regulatory risk frameworks

• Manage issues, risks, and ensure compliance with internal and external regulatory bodies such as the Office of Communications (OFCOM), Financial Conduct Authority (FCA), Information Commissioners Office (ICO), Consumer Duty, etc.

• Provide technical and operational expertise throughout all stages of the project lifecycle

• Act as Subject Matter Expert (SME) – identify and engage with stakeholders and project teams to provide expertise and advice to the business with regards to a number of highly technical and complex specialist tools including telephony platforms, outbound contact tools, digital tools, and operational efficiency, in an environment where such expertise is very difficult to acquire and maintain

• Work with and monitor the department’s suite of complex, specialist services and platforms to ensure SLAs and contact rates are achieved, and escalate any issues to the Service Delivery Manager and relevant internal stakeholders

• Deal effectively with queries and disputes, often within very tight deadlines, escalating these where necessary and taking corrective action if any issues are identified

• Design and create easily digestible information to support the development of business opportunities by sourcing and interrogating complex data from various 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. 

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Access to 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.