Incident Management Specialist

As an Incident Management Specialist, you’ll play a vital role at the heart of our business, helping to keep more than 3 million Credit Card and Personal Loan customers safe when issues arise. Working within our Unsecured Incident team, you’ll lead the identification, management and resolution of business incidents, ensuring customer impact is minimised and service disruption is kept to a minimum. With the customer at the centre of every decision, you’ll drive incidents through to resolution while delivering the best possible outcomes for our customers and the business. 

This is an exciting opportunity to be part of Nationwide’s evolving Credit Card function following the Virgin Money integration, offering excellent growth and development opportunities as you help shape and influence a key area of the business. You'll have the chance to contribute to building new capabilities, processes and ways of working, while working closely with stakeholders across the organisation to deliver meaningful change. 

We’re looking for an experienced incident management professional, ideally from a financial services, banking, credit card or lending environment, who thrives in a fast-paced setting and remains calm under pressure. You’ll be confident leading incident calls, coordinating Incident Specialists, influencing stakeholders at all levels and making informed decisions during high-impact situations. Using your strong analytical and problem-solving skills, you’ll interpret both business and technical information, assess customer and operational impact, lead complex investigations and drive timely resolution. A solid understanding of financial services regulations, issue management and customer-focused mitigation strategies is essential, along with the flexibility to travel to Chester on an occasional quarterly or ad-hoc basis. 

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. 

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.

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 take ownership of the end-to-end management of critical business and operational incidents across our Unsecured Lending portfolio, ensuring disruption to Credit Card and Personal Loan customers is minimised. Acting as the key escalation point for incidents and issues, you'll lead swift, effective responses, coordinate stakeholders across the business and provide clear, real-time updates on impact, progress and resolution. Your ability to make informed decisions under pressure will help protect both our customers and the wider business during high-priority events. 

With a strong customer-first mindset, you'll ensure communications are delivered quickly, accurately and in line with control standards, while overseeing any required customer remediation activities through to completion. You'll also conduct post-incident reviews to identify root causes, drive continuous improvement and reduce the risk of future occurrences. Working within a highly regulated environment, you'll ensure all incident management activities align with FCA, PRA and Consumer Duty requirements, escalating matters appropriately to senior leadership and regulatory bodies when required. 

About you

As a minimum, you’ll have: 

• Proven experience in business incident management, ideally within financial services, banking, unsecured lending or a credit card environment. 
• The ability to remain calm under pressure, lead rapid decision-making during high-impact incidents and provide direction to a team of Incident Specialists. 
• Strong problem-solving and investigative skills, with experience leading complex incident calls, coordinating stakeholders and driving issues through to resolution. 
• A solid understanding of UK regulatory requirements, including FCA, PRA and Consumer Duty, and how these apply within an incident management framework. 
• Experience in crisis management, root cause analysis and risk assessment, with the ability to identify trends and drive continuous improvement. 
• An in-depth understanding of the credit card transaction lifecycle, including authorisation, clearing and settlement processes, alongside broader credit card operations and processing. 

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.