Service Analyst (Core)

Salary: £41,000 - 81,000 per year

Requirements:

• Have a customer service focused attitude
• Have excellent written and verbal communication skills
• Have excellent PC skills
• Have the ability to build relationships with customers and stakeholders
• Have a logical mindset with a strong attention to detail
• Have a high degree of personal motivation and willingness to develop
• Have drive, enthusiasm and a desire to work in an evolving organisation
• Have the ability to work under tight time pressure
• Have the ability to explain technical information in business terms

Responsibilities:

• Act as the first point of contact for retail colleagues by assisting with ATM and Cash related incidents
• Identify and resolve incidents that could impact service to the branch network and customers
• Coordinate ATM and Cash incidents to reduce the impact to our reputation, customers, and industry compliance
• Implement solutions to customer satisfaction within agreed time-scales and quality standards
• Work collaboratively with colleagues across the business and supply chain during incident resolution
• Take ownership and accountability for all incidents and provide regular updates to the Team Manager during service interruptions
• Identify and recommend opportunities to increase service levels and prevent costs
• Review performance data and provide recommendations for continuous improvement service programmes
• Demonstrate awareness of and comply with published processes, procedures, and knowledge articles

Technologies:

• Network

More:

We are Nationwide, a mutual owned by our members, and we challenge the financial sector status quo by putting customers first and sharing our profits with them. This full-time ATM Service Desk Analyst role sits within our ATM & Cash Operations team and offers a lively, supportive, high-performing environment where your work directly impacts our branches and customers. We offer hybrid working wherever possible, with at least two days per week based at our Swindon office, and a working pattern that includes rotating weekday hours and Saturday cover. Our benefits include 25 days holiday pro rata, private medical insurance, a competitive pension, annual performance-related bonus, training and development, salary sacrifice benefits, life assurance, Wellhub access, and up to 2 days of paid volunteering each year. We value collaboration, problem-solving, and continuous improvement, and we are committed to supporting colleagues as they grow and make a real difference.

last updated 36 week of 2026