Compassionate Customer Support Advisor – Hybrid

EMEA3 Recruitment; Glasgow; Hybrid; GBP 35,818,000 - 37,195,000; Full time

Benefits offered by this job

Hybrid working

Remote training period

Job summary

Nationwide is seeking a Customer Advisor for a 6-month contract in Glasgow to support bereavement and Power of Attorney caseloads, combining telephony and back-office work within a regulated environment.

During training, remote work is available; post-training, approximately 40% office attendance and 60% remote. The role runs 9am–5pm, Monday–Friday, at 2-4 Royal Exchange Square, Glasgow.

Qualifications

• Experience delivering excellent customer service in a fast-paced operational or regulated environment.
• Strong sense of ownership and accountability, with the ability to manage workload effectively.
• Excellent attention to detail, ensuring customer information and case activity are accurate.
• Confidence managing multiple priorities, high call volumes and complex cases while maintaining quality standards.
• Strong communication and listening skills with empathy and rapport-building.

Responsibilities

• Take ownership of customer cases and coordinate with colleagues across the bank, solicitors, charities, and external partners.
• Manage a high volume of inbound and outbound calls while ensuring accuracy and quality.
• Support customers in bereavement, vulnerability, or life-changing situations with compassionate guidance.
• Work within a regulated environment, following policies, procedures and regulatory requirements.
• Escalate complex cases and engage specialist support when needed.

Skills

Customer service

Ownership

Attention to detail

Multi-tasking

Empathy

Communication

Job description

Nationwide is seeking a Customer Advisor for a 6-month contract in Glasgow to support bereavement and Power of Attorney caseloads, combining telephony and back-office work within a regulated environment.

During training, remote work is available; post-training, approximately 40% office attendance and 60% remote. The role runs 9am–5pm, Monday–Friday, at 2-4 Royal Exchange Square, Glasgow.