# Customer Support Associate at Nationwide

Nationwide is hiring a Customer Support Associate in Leeds, United Kingdom. Level rates it Little AI ●○○○; you can [apply on Nationwide](https://jobsbylevel.com/go/5c953cde-6d12-4f45-ae40-e81111e708bc?utm_medium=ai-agent).

AI Level 1, AI centrality 0 out of 100. Remote (Leeds, United Kingdom).

## Details

- Company: [Nationwide](https://jobsbylevel.com/companies/nationwide)
- AI level: AI Level 1 (score 0 out of 100)
- Location: Remote (Leeds, United Kingdom)
- Posted: October 26, 2026
- Apply: https://jobsbylevel.com/go/5c953cde-6d12-4f45-ae40-e81111e708bc?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=customer-support-associate-at-nationwide-43bc63

## Prepare for this job

The job page lists 4 likely interview questions for this offer, with a CV checklist: https://jobsbylevel.com/jobs/customer-support-associate-at-nationwide-43bc63

## Description

The Later Stage Mortgage Team manages legacy Clydesdale and Yorkshire mortgage accounts which are in arrears for 90 days or more. We proactively contact customers to try and get resolutions in place through fact finding and making sure the suitable outcome is in place. As the accounts are over 90 days in arrears, they are vulnerable to legal action, so we speak to both customers and solicitors to discuss the situation. You will be fully trained on the legal procedures as it is imperative that cases are moved through the legal steps correctly. Standard procedure is to consider all vulnerabilities and fully question our customers to ensure their support needs are met. We have 3 teams within the department and work together to manage the cases; we do not operate case management; therefore, notes need to be of a high standard to ensure effective management of cases. You will be working with some of our most vulnerable customers, always showing empathy and providing first-class customer service. 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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow, Gosforth or Leeds site approximately once per month . If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works. Virgin Money is now part of Nationwide Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated. 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 As a Customer Support Associate within the later stage mortgages team, you will be dealing with customers who are over 90 days in arrears on their accounts. You will need to use effective questioning to understand individual customer situations and work closely with our customers to complete affordability forms looking at income and expenditures. These are some of our most vulnerable customers, so showing empathy and providing first-class customer service is essential. You will be speaking to our customers on both inbound and outbound calls, and no two calls are the same. This is a sensitive role, and you will be responsible for handling complaints ensuring they are managed and logged correctly as well as being responsible for admin tasks such as letter writing and working from task lists all while working to tight service level agreements to achieve team compliance. About you For this role, you will need: Experience supporting vulnerable customers with empathy and care—asking the right questions and offering meaningful assistance Strong communication and listening skills, with the ability to understand and respond to individual customer situations Telephony experience and a track record of engaging with customers by phone to manage challenging queries or complaints A background in customer service showcasing a genuine passion

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/customer-support-associate-at-nationwide-43bc63

Source: https://jobsbylevel.com/jobs/customer-support-associate-at-nationwide-43bc63

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