Business Support Consultant

This role sits within Fraud Operations, part of Protect, a large and established function of around 700 colleagues focused on keeping our customers safe from fraud and scams. Fraud Operations is led by a Head of Function and a senior leadership team, with most colleagues based in Swindon and Northampton.

The Business Support Consultant role sits under a senior leader but supports activity across multiple teams within Fraud Operations. You’ll work closely with Operations Managers and engage regularly with senior leaders, helping them stay focused on what matters most while operating within a complex and highly regulated economic crime environment.

You’ll be based at the heart of Fraud Operations, providing trusted support and coordination that helps the function work effectively, adopt change safely, and maintain strong oversight. The role plays an important part in supporting consistent ways of working, effective governance, and a positive, inclusive colleague experience, ensuring Fraud Operations can continue to protect customers while delivering sustainably for Nationwide.

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 Northampton office. 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 spend your day supporting Operations Managers and senior leaders across Fraud Operations, helping them stay organised, connected, and focused in a fast-paced and highly regulated environment. This means working closely with leaders to coordinate activity, track priorities, and make sure key fraud initiatives, regulatory commitments, and operational changes are progressing as planned.

A regular part of the role is preparing clear and concise materials that help leaders keep oversight and make informed decisions. You’ll put together leadership and governance packs, build slide decks, and support performance and scorecard reporting, bringing together information from across Fraud Operations into updates that are easy to understand and act on.

You’ll help keep governance running smoothly by maintaining action trackers, following up on agreed actions, and supporting the management of risks and dependencies. Working alongside colleagues across Protect and Fraud Operations, you’ll translate complex fraud, risk, and operational detail into practical outputs that support delivery, assurance, and confidence.

Alongside this, you’ll play an active role in supporting consistent ways of working, a positive and inclusive culture, and ongoing improvements across Fraud Operations. Sometimes, you’ll also contribute to ad hoc pieces of work linked to fraud process improvement, operational resilience, and control effectiveness, helping the function continue to protect customers while delivering sustainably for Nationwide.

About you

For this role, you will have:

• Experience using Excel or similar tools to manage structured data, for example, trackers, logs, registers, or scorecards, with clear ownership of data accuracy and maintenance

• Strong attention to detail, shown through producing accurate, well-structured outputs from complex or high-volume information, such as reports, briefings, or consolidated updates

• Proven organisational capability, including coordinating meetings or forums, managing actions across multiple stakeholders, and seeing actions through to completion

• Effective written and verbal communication skills, with examples of tailoring messages or materials for different audiences, including operational teams and senior leaders

• Experience supporting senior leaders in an operational, regulated, or risk-based environment, including preparing briefing materials, handling sensitive information, and managing competing priorities

• Evidence of working at pace in a changing environment, demonstrating the ability to prioritise, adapt to shifting demands, and remain effective where information or direction may be incomplete

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

• Access to 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.