Business Support Officer

As a Business Support Officer you will be working within an operational team, undertaking a variety of lending support duties to deliver an exceptional customer service experience for Business Banking customers. All duties will be performed to a high standard of quality with a clear focus on getting it right first time, whilst adhering to appropriate timescales and process requirements.

This role is within the Lending Team, which is part of Business Banking Operations.Our operational hours are Monday to Friday, 9am to 5pm, so there will need to be some flexibility to work across these hours.  

To create a truly exceptional customer service experience you’ll be working in conjunction with Front Line Managers and Flow Leaders to support ongoing training require and act as a referral point for colleagues improving the range of capabilities within your team. You’ll be empowered to use your initiative to challenge process and come up with new ways of doing things we are always looking to improve and would like your input!

If you're passionate about providing a best in class, tailored based service to our business customers and supporting our Relationship Managers and are willing to do what it takes to ensure a great customer experience, then please read on.

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 Leeds 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. You can also find out more about our approach to hybrid working here. 

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.

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.

What you’ll be doing

• Delivering a superior customer experience to Business Banking customers
• Be point of contact for relationship managers and auditors for a range of administrative tasks, providing a fantastic customer experience
• Using MEO, Word Documents, SharePoint, BLP, ICAM, 3270 and Kapiti Systems to collate relevant information, in line with Auditors requests
• Communicating with Auditors by various channels including email and telephone
• Always provide professional and personable customer service, taking ownership of queries and requests
• Ensure all tasks are processed accurately and efficiently within agreed service levels
• Having attention to detail and the ability to approach tasks with care and diligence to ensure the Bank’s position is protected and lending/operational risk is minimised
• A flexible and positive working approach to suit customer needs and business demands
• Proactively liaising with colleagues to maximise support, provide guidance where necessary and ensuring all customer requirements are met
• Contributing to the establishment and maintenance of business lending facilities, supporting Relationship Managers to structure lending on systems, support credit approval and drawdown facilities
• Be enthusiastic and demonstrate a growth mindset, to identify opportunities to improve skillset, systems, productivity and processes
• Working proactively to operate within current policies and to interpret these policies depending on the situation in question
• Analysing and interpreting Business Customer’s Financial Accounts
• Inputting financial information into relevant Business Scenario System
• Updating Farm Check details for Agricultural Businesses
• Uploading data to appropriate Lending software and applications
• Working proactively to operate within current policies and to interpret these policies depending on the situation in question
• Working as a team to bring to life the Bank’s Blueprint for a Modern Mutual, and support and underpin its Purpose, Strategic Drivers and deliver Customer First Behaviours

About you

• Superb organisational skills and attention to detail, with the ability to deliver accurate and professional documentation
• Drive and the ability to work well under pressure
• A passion for going above and beyond for our customers
• Excellent interpersonal skills to establish and maintain quality relationships with all stakeholders
• Strong communication skills and a proven track record in providing coaching and delivering feedback
• Excellent open mindset – you’ll be adapting to new processes, learning rapidly and flexing your approach depending on the circumstances
• Experience of working in line with policy and regulatory requirements, ensuring key controls are maintained
• Customer service experience in a similar role

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

• 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.

The hiring manager for this role is Kelly Micallef, and the main recruitment contact is Farah Khan.