Content Editornew

 

We are looking to hire a Content Editor to join our Retail Transformation team. This is a newly created role offering a unique opportunity to make a real difference, not only to Nationwide but to the lives of our members and customers. 

 

As part of a team committed to putting customers at the heart of everything we do, you will play an integral role in supporting our purpose and driving positive change across the Complaints function.

 

We're looking for someone with strong complaints knowledge who is passionate about delivering the right outcomes for customers and is confident taking on new challenges. You'll thrive in a varied and fast-paced environment, working collaboratively with colleagues and stakeholders to improve processes, enhance guidance, and support exceptional customer service. If you are an excellent communicator, enjoy continuous improvement, and are motivated by Nationwide's values and a desire to push for better, this could be the perfect opportunity to further your career.

 

We are happy to consider flexible working approaches to help you perform at your best.
 

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.

 

What you’ll be doing

 

In this role, you will act as a subject matter expert, providing guidance and consultation on knowledge management requirements across the Society's Complaints processes. You will be responsible for designing and maintaining process documentation, guidance materials, process maps, and tools that support colleagues in delivering effective complaint handling. 

 

Working closely with Operational Managers, Senior Leaders, and Complaints Governance and Strategy teams, you will drive process improvements that enhance performance and ensure compliance with internal standards and regulatory requirements. 

 

You will also stay abreast of legal and regulatory changes, ensuring processes remain up to date and aligned with business needs, while fostering strong stakeholder relationships to support the delivery of exceptional customer service across the Complaints function.

 

 

About you

 

You will have: 

 

• Strong subject matter expertise in complaints handling, including relevant systems, processes, and customer outcomes

• Experience delivering process improvements, optimisation initiatives, or business change projects

• Proven ability to influence and engage senior stakeholders to drive improvements and enhance service delivery 

• Good understanding of the regulatory, compliance, and industry requirements governing complaints management 

• A naturally curious and creative approach to problem-solving, with the ability to develop effective solutions to complex challenges 

• Excellent organisational skills, with the ability to manage priorities and consistently deliver against deadlines

• Exceptional attention to detail and strong written and verbal communication skills

• Ability to work collaboratively across teams and build effective stakeholder relationships at all levels

 

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 Faye Walsh, and the main recruitment contact is Angela Darbar.