Senior Complex Enquiries Specialist

As part of our Complex Enquiries team, you'll play a vital role in delivering simply brilliant experiences for our customers by taking ownership of some of the most complex and sensitive enquiries referred from our Business Contact Centre. Acting as a customer's dedicated point of contact, you'll manage cases from initial referral through to resolution, ensuring customers feel supported, informed and valued every step of the way.

This team sits at the heart of customer resolution, working across multiple business areas to investigate issues, remove barriers and coordinate actions that lead to positive customer outcomes. Through warm handovers from the Business Contact Centre, you'll receive cases that require deeper investigation, collaboration and ownership, often involving engagement with colleagues and stakeholders from across the organisation.

This role works on a rotational shift basis, between 8am to 8pm.

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 Glasgow office. As you'll be 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.

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

The role goes beyond problem solving. We're looking for people who are curious, proactive and passionate about continuous improvement. You'll identify root causes, share insight and feedback, and challenge existing processes to improve first-time resolution and make things easier for both customers and colleagues. By understanding not just what has gone wrong, but why, you'll help shape improvements that enhance the customer experience and simplify the way we work.

Operating in a fast-paced environment, you'll manage multiple complex cases simultaneously while maintaining a strong focus on customer outcomes. Success in this role comes from building strong relationships, collaborating effectively with others and taking accountability for seeing issues through to completion. Your work will have a direct impact on improving customer confidence, reducing repeat contact and delivering fairer, simpler and more rewarding experiences for our customers.

Ultimately, this role is about being an advocate for our customers, taking ownership when things aren't straightforward and working together across the business to deliver the right outcome, first time.

About you

• Proven experience managing complex customer enquiries, complaints or escalations from initial contact through to resolution
• Experience working in a telephony-based customer service environment, building rapport and using effective questioning, active listening and communication skills to support customers and resolve complex issues
• Strong ability to prioritise and manage multiple customer cases simultaneously within a fast-paced environment while maintaining high levels of service
• Demonstrable investigative and problem-solving skills, with experience identifying root causes and delivering effective customer outcomes
• Experience collaborating across multiple teams and senior stakeholders to resolve customer issues and remove barriers
• Excellent verbal and written communication skills, with the ability to explain complex information clearly and keep customers updated throughout their journey
• Proven experience taking ownership of customer issues and seeing them through to completion, delivering fair and positive outcomes

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

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