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An exciting opportunity has become available within ATM & Cash operations. We are looking for an ATM Service Desk Analyst to join our customer focused, high performing Service Desk Team.

As an ATM Service Desk Analyst, you will be acting as a first point of contact for our retail colleagues by assisting them with ATM and Cash related incidents. You will have the accountability to identify and resolve incidents that have the potential to impact service to the branch network and our customers. You will be working in an operational, fast paced environment, where tasks need to be completed to ensure service is restored in the shortest time possible. The ability to remain calm and focused at all times is essential.

The team is based at Nationwide House in Swindon and as part of our a hybrid working model you will need to be able to attend our Swindon office on a regular weekly basis following the initial onsite training period.

What you’ll be doing

You will have responsibility for the coordination of ATM and Cash incidents in order to reduce the impact to Nationwide’s reputation, customers and industry compliance. You will implement solutions to customer satisfaction within agreed time-scales and quality standards, enhancing customer interaction through offering a best in class customer experience.

You will be working collaboratively with colleagues across the business and the supply chain during the resolution of incidents to minimise any impact to critical business and customer-facing services. You will take ownership and accountability for all incidents and provide regular updates to the Team Manager in the event of any interruption to service.

You will be responsible for identifying and recommending opportunities for increasing service levels and cost prevention. You will be reviewing performance data and providing recommendations to contribute to continuous improvement service programmes. You will demonstrate awareness of and comply with processes and procedures set out within the published knowledge articles.

About you

As a minimum requirement, you will:

• Have a customer service focused attitude
• Have excellent written and verbal communication skills
• Have excellent PC skills
• Have the ability to build relationships with customers and stakeholders
• Have a logical mindset with a strong attention to detail
• Have a high degree of personal motivation and willingness to develop
• Have drive, enthusiasm and a desire to work in an evolving organisation
• Have the ability to work under tight time pressure
• Have the ability to explain technical information in business terms

We’re also interested in who you are as a person. Why? Because our membership is made up of so many different kinds of people, so we want our employees to be just as diverse. We’d love to hear about:

• Your values, and what makes you who you are
• How you’d make a difference to our members in this role

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

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

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• Gympass – Access to a range of free and paid options for health and wellness
• 25 days holiday, pro rata

Why work at Nationwide

We’re a building society founded by ordinary people, our members, who came together to help each other get the most from their money, buy homes and save for their futures. For over 130 years, we’ve supported each other and our communities, and we’ve done the right thing for wider society too.

If you come to work here at Nationwide, you’ll be part of that. Part of something a bit different. And something really quite special.

What’s more, we have a strong ethic of care for each other and our members. We recognise that our employees feel most appreciated when their thoughts and values are respected and considered. We’re committed to creating a culture that recognises and truly values our individual differences and identities. So, if you’d like to be a part of an inclusive workplace where you can be yourself, where your talents are nurtured, and you feel empowered to contribute, then please apply and help us in building society, nationwide.

What to do next

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.