Complex Enquiries Team Lead – Customer Journey Champion

Nationwide Group; Glasgow; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual performance-related bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub - health & wellness

Volunteering days

Job summary

Nationwide Group in Glasgow is seeking a Complex Enquiries Team Manager to lead a specialist team responsible for taking ownership of complex customer journeys that frontline colleagues cannot resolve. You will ensure end-to-end progression, with clear accountability and a focus on achieving the right customer outcome.

You will coach colleagues, review performance and case quality, and work with stakeholders to remove barriers, simplify journeys and reduce customer friction.

Qualifications

• Proven leadership in a demanding customer experience environment.
• Track record of delivering exceptional customer outcomes and improved journeys.
• Experience leading in fast-paced customer operations, complaints, escalations, or case-management.
• Ability to balance customer outcomes with risk and operational needs.

Responsibilities

• Lead and develop a specialist team responsible for ownership of complex customer journeys.
• Ensure end-to-end progression of cases with clear accountability and outcomes.
• Coach team, review performance and case quality, and address recurring issues.
• Collaborate with stakeholders to remove barriers and simplify journeys across the business.
• Address escalated concerns with sound judgment and balanced risk considerations.

Skills

Leadership

Customer outcomes

Stakeholder management

Escalations handling

Operational judgment

Job description

Nationwide Group in Glasgow is seeking a Complex Enquiries Team Manager to lead a specialist team responsible for taking ownership of complex customer journeys that frontline colleagues cannot resolve. You will ensure end-to-end progression, with clear accountability and a focus on achieving the right customer outcome.

You will coach colleagues, review performance and case quality, and work with stakeholders to remove barriers, simplify journeys and reduce customer friction.