Ask HR Advisor

As an AskHR Advisor, you'll provide HR support and guidance to colleagues across the organisation. Working at the heart of the People function, you'll use your knowledge of HR policies, processes and lifecycle activities to resolve a wide range of queries while delivering an excellent colleague experience.

You'll join our People Services team, an evolving, specialist and professional function that is at the heart of People. We are passionate about delivering great service and combine human expertise with innovative technology to provide efficient, accurate and colleague-focused support.

This role offers an excellent opportunity to develop your HR knowledge, improve your advisory skills, and gain exposure to the wider People function. Through ongoing training, coaching and development, you'll build your expertise while making a real difference to colleagues every day.

The working hours (per week) for this role can be between 30 and 35 hours.

This is a 12-month Fixed Term Contract opportunity. 

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 either our Swindon, Northampton or Glasgow 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. 

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

You’ll be delivering consistent, high quality professional HR advice and support to colleagues and line managers via an online helpdesk. This will mean resolving queries, issues and complaints, escalating when you need to. There’s lots of opportunity to collaborate with other teams across the People function to investigate and resolve queries and provide a seamless service to our colleagues. 

You’ll create empathy and rapport with colleagues through written responses but also make call-backs when you need to get to the bottom of, and resolve, more complex queries.

About you

As a minimum, you’ll have:

• Experience supporting colleague or customer queries in a policy-led environment, using guidance and judgement to provide clear, consistent support

• A genuine passion for providing a high level of customer service and a great colleague experience

• Experience of communicating clearly and simply with people from different backgrounds and at all levels

• Time management skills to juggle conflicting workloads and priorities 

• Problem solving skills to diagnose problems, while staying calm under pressure

• The ability to understand complex queries 

• The ability to work with a high level of accuracy and handle data carefully

• The integrity to manage confidential and sensitive cases

• Experience of working to targets and deadlines

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.

Please note that should you be successful in securing this role, the job title on our internal systems will be Ask HR Advisor.