Business Direct Associate

Description This; Glasgow; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Private medical insurance

Pension plan

Annual bonus

Training & development

Salary sacrifice benefits

Life assurance

WellHub health & wellness

Volunteer days

Job summary

Nationwide, now part of Virgin Money, is recruiting for a Customer Advisor in our Business Banking team in Glasgow. The role centres on delivering an exceptional customer experience while navigating high-risk and complex queries in line with regulatory and internal standards.

You’ll work in a hybrid setup across the UK estate, spending time in the Glasgow office and collaborating with Flow Leaders to meet KPI targets.

Qualifications

• Experience in Business Banking with knowledge of products, policies and security.
• Excellent organisational and administrative skills with knowledge of Bank policies.
• Proven ability to build successful internal and external relationships.
• Customer-focused with strong attention to detail for timely completion.
• Experience meeting KPIs in an operations environment.
• Ability to use quality control and process improvement tools.
• Experience with continuous improvement initiatives and analytical thinking.

Responsibilities

• Deliver an exceptional customer experience while handling high-risk, complex queries.
• Keep customers at the heart of every interaction and provide professional support.
• Collaborate with Flow Leaders to meet targets and maintain key controls.
• Identify opportunities to improve efficiency and reduce costs.
• Escalate issues to Flow Leader Specialist or Flow Manager when needed.
• Maintain high data quality and accuracy across processes.

Skills

Customer service

Organisation

Relationship building

Attention to detail

Problem solving

Process adherence

Job description

We’re the powerhouse behind the customer journey-right at the heart of every business account’s lifespan. In the Business Administration Fulfilment Team, we bring energy, precision, and personality to everything we do, making a real difference to our customers and colleagues alike. This is more than just a role-it’s a launchpad for building strong networks with key stakeholders across the business, all while delivering standout service in a fast-paced, people-first environment. If you’re ready to make your mark, we’re ready for you!

We are happy to consider flexible working approaches to help you perform at your best.

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. If you’re 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.

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.

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.

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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

• 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 you’ll be doing

This role is all about delivering an exceptional customer experience while managing high‑risk and complex queries in line with internal processes, regulatory requirements, and risk compliance standards. You will ensure customers remain at the heart of everything you do, providing professional support, keeping them informed throughout their journey, and resolving queries to a successful conclusion. Working closely with Flow Leaders, you will strive to meet and exceed quality, performance, and productivity targets while maintaining key controls and adhering to company policies. You will also identify opportunities for continuous improvement to enhance efficiency and reduce costs, escape issues to the Flow Leader Specialist or Flow Manager when required, and consistently maintain high levels of data quality and accuracy.

About you

As a minimum requirement, you will have:

• Experience of Business Banking with a good knowledge and understanding of our business products & services, policies, and establishment of Bank security.
• Excellent organisational and administrative skills with knowledge of the Bank’s policies & procedures.
• Previous experience of building successful relationships both internally and externally. A good team player, with a ‘’can do’’ attitude.
• A customer focused approach with a superb eye for detail to ensure the accurate and timely completion of tasks.
• Experience of delivering work to meet appropriate key performance indicators (customer focused) in an operations environment
• Ability to ensure adherence to 'one best way' process and quality control using Operational Excellence tools and techniques
• Experience of continuous improvement initiatives, Strong analysis and problem‑solving skills. Great attention to detail to ensure that our quality is second to none

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.

Job Info

• Job Identification 4825
• Apply Before 09/17/2026, 10:55 PM
• Locations 92/96 Argyle Street, Glasgow, Glasgow City, G2 8BQ, GB