Customer Advisor

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

Enjoy helping customers and building new skills?

If you're looking to gain valuable customer service and administration experience with the UK's best bank, as voted by Forbes 2026, this could be a great opportunity for you.

On behalf of Virgin Money and Nationwide, AMS are seeking a Customer Advisor for a 6-month contract, working within our Customer Support Operations team, at our office at 2-4 Royal Exchange Square, Glasgow G1 3AB.

Our Bereavement Services and Power of Attorney teams provide specialist support to customers and their representatives when they need us most. In this role, you'll manage a varied and often complex caseload, handling both telephony and back-office activities while delivering exceptional customer outcomes within a highly regulated environment.

We're offering a £14.29 hourly rate, working a total of 35 hours per week, Monday to Friday, 9am to 5pm.

Hybrid Working

During the training period, you'll work fully remote, Monday to Friday, 9am to 5pm.

At Virgin Money, we support an at-home working approach wherever possible, giving you the flexibility to do your best work from home for the majority of your time. Following the training period, you'll be required to attend the office for approximately 40% of your working week, with the remaining 60% worked remotely.

Job description - the role

What you’ll be doing

You'll take ownership of customer cases, working closely with colleagues across the bank, solicitors, charities, and other external partners to ensure every customer receives the support, guidance, and care they need.

If you're highly organised, thrive in a fast-paced environment, and combine excellent attention to detail with genuine empathy, we'd love to hear from you.

• Act as a key point of contact for mortgage brokers, building positive and professional relationships through every interaction.
• Taking full ownership of customer enquiries and cases, seeing them through to resolution while delivering positive customer outcomes.
• Managing a high volume of inbound and outbound calls, alongside a busy caseload, whilst maintaining accuracy and quality.
• Supporting customers who may be experiencing bereavement, vulnerability, or other life-changing circumstances, providing compassionate and personalised support.
• Working within a regulated environment, ensuring all activities are completed accurately and in line with policies, procedures, and regulatory requirements.
• Collaborating with colleagues across branches, contact centres, and specialist teams, as well as external organisations such as solicitors and charities.
• Identifying customer needs and tailoring solutions to their individual circumstances.
• Escalating complex cases appropriately and engaging specialist support where required.
• Building strong relationships with internal and external stakeholders to create a seamless customer experience.
• Sharing knowledge and best practice to support continuous improvement and team success.

Candidate Profile: Key accountabilities, skills & experience

About you

We’re not just looking for your experience and skills. We’re also interested in who you are as a person. Why? Because our membership is made up of many kinds of people and we want our colleagues to be just as diverse.

• Experience delivering excellent customer service in a fast-pace operational, contact centre, or regulated environment.
• A strong sense of ownership and accountability, with the ability to manage your workload effectively and independently.
• Excellent attention to detail, ensuring customer information and case activity are processed accurately.
• Confidence managing multiple priorities, high call volumes, and complex cases while maintaining quality standards.
• Strong communication and listening skills, with a natural ability to build rapport and demonstrate empathy.
• The confidence to have sensitive conversations and support customers through difficult situations.
• A collaborative approach and the ability to work effectively with colleagues and external partners.
• An understanding of the importance of regulatory compliance, risk management, and delivering fair customer outcomes.
• Resilience, adaptability, and a positive attitude in an ever-changing environment.

If you’re a proactive team player with a commitment to delivering high-quality service, we’d love to hear from you!

About the client

Why work at Nationwide?

We're different from other financial service providers. We're a bank, owned by our customers. And for over 130 years, we've supported those customers to make the most of their money and achieve what they want from life.

That's reflected in the way we work here at Nationwide. We come together to make sure we're doing things in the best way possible, both for each other and for our customers. If you join us, you'll be part of that. You'll be able to help us build something really quite special. And you'll have the opportunity to make a real difference.

As a mutual organisation, we are guided by a social purpose which we interpret as 'Building Society, Nationwide'. A key element of fulfilling this purpose is employing a mix of people that reflect the wider communities that we serve.

On top of that, we always want you to be yourself. To use your skills and experience to make our Society stronger. To feel valued for who you are, not just what you do. Because here at Nationwide, we understand that we can do more together than we ever could alone.

Next steps

What's on offer?

• £14.29 per hour
• 35 hours per week
• Remote working during the training period for your first 3 weeks until signed off by management, followed by hybrid working
• Monday to Friday, 9am to 5pm
• Start date: 5 th of October 2026
• Location: 2-4 Royal Exchange Square, Glasgow G1 3AB