Social Media & Community Management Assistant

Are you social media savvy, with a passion for helping customers, building meaningful connections and finding creative ways for brands to show up online? We’re looking for a talented individual to play a key role in managing Nationwide’s social media communities, supporting our customers, protecting our reputation and spotting opportunities to get people talking about our brand.

In this role, you’ll be customer focused first and foremost. You’ll engage directly with customers across our social channels, helping resolve queries, identifying issues and bringing our brand to life through authentic, human interactions. But you’ll also be constantly looking for opportunities to start and join conversations creatively.

That could mean spotting someone talking about last night’s TV and finding a playful way to get involved, reacting to a trending cultural moment, or turning an unexpected mention of Nationwide into an interaction people want to share. You’ll understand when it’s a moment to help, when it’s a moment to entertain and when it’s better to sit one out.

We’re looking for someone who is equally comfortable handling customer service conversations, identifying emerging risks, analysing social trends and thinking creatively about how Nationwide can become part of the conversations already happening across social media. Whether you’re helping a customer with a question, escalating a potential issue, reporting on key themes or bringing some personality to a comment thread, you’ll play an important role in shaping how Nationwide shows up on social.

If you live and breathe social media, have a strong instinct for what people are talking about and what will get them talking, thrive in a fast-paced environment and care about delivering great customer outcomes, we’d love to hear from you.

You’ll be part of organic conversations every day, balancing brilliant customer interactions with creative brand opportunities and personifying Nationwide in everything you do.

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 or London office. You will also be required to work 1 in 4 weekends. 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.

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.

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.

You'll deliver outstanding customer service across Nationwide's social media channels, responding to customer queries, feedback and complaints with empathy, accuracy and attention to detail. Putting Nationwide's community management strategy into action, you'll create meaningful interactions that build trust, advocacy and stronger connections with our audiences.

You'll actively monitor social media channels and the wider cultural conversation to identify emerging issues, customer concerns, trends, reputational risks and opportunities for Nationwide to engage. When issues arise, you'll ensure customer concerns, operational incidents and reputational risks are escalated quickly and accurately to the appropriate teams and stakeholders.

A key part of the role will be identifying opportunities for Nationwide to join conversations beyond our own channels, bringing our brand personality to life through creative, timely and culturally relevant interactions. You'll turn everyday social moments into memorable brand experiences, whether that's responding to someone talking about last night's TV, joining a trending conversation or spotting an unexpected opportunity to make people smile.

Using strong judgement, you'll balance customer needs with creative brand opportunities, recognising when it's the right moment to help, entertain, engage or step back. You'll use social listening and community management tools to monitor brand sentiment, emerging topics, customer feedback and wider conversations, helping to identify opportunities and potential risks.

You'll support the production of daily, weekly and monthly social listening and community management reports, highlighting key trends, insights and opportunities. Working closely with stakeholders across the business, you'll help ensure a joined-up approach to customer engagement and issue management.

You'll also contribute to continuous improvement by sharing insights, trends and learnings that enhance the customer experience and make our community engagement more relevant, distinctive and effective. As an active member of the wider social media team, you'll support planned activity while remaining ready to respond quickly when reactive and culturally relevant opportunities emerge.

About you

Experience using Sprinklr, or a similar social media management tool

Strong written communication skills, with the ability to switch naturally between customer service, brand and more playful conversational tones depending on the situation

Experience monitoring and analysing social conversations, trends and sentiment

A strong customer-first mindset and genuine desire to help people

A natural curiosity about social media, culture and what people are talking about, with an instinct for spotting conversations Nationwide could credibly and creatively join

Creative flair and the confidence to turn an everyday comment, trend or cultural moment into a memorable interaction

Strong attention to detail and ability to follow processes accurately

Ability to remain calm and professional when handling sensitive or complex customer situations.

Strong organisational skills and the ability to manage multiple tasks simultaneously

Comfortable interpreting data and reporting on social performance, emerging themes and customer feedback

A collaborative team player who demonstrates initiative, adaptability and sound judgement

Excellent judgement, with an instinct for what makes a great brand interaction, knowing when to help, when to have fun and when not to engage

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.
• Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.
• If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance onDon’t be conned by a job scam.

The hiring manager for this role is Alex Cochrane, and the main recruitment contact is Sameena Rehman.

Interviews for this position are expected to take place from 11th November. We will let you know the outcome of your application shortly after the closing date. If you are shortlisted, we will share further details with you about the interview process.

Please let us know about any annual leave you have planned during the interview timeframe.