Hybrid Customer Complaints Investigator

Nationwide Group; Glasgow; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub

Volunteering

Job summary

Nationwide is seeking a Complaints Handler to manage cases from classification to resolution, speaking with customers by phone and in writing to ensure fair outcomes. You will work with internal teams to gather information, identify trends and implement improvements, always prioritising the customer experience and high-quality service.

Hybrid working is offered, with 35 hours per week and a Monday–Friday pattern.

Qualifications

• Background in customer service with a genuine passion for helping customers.
• Telephony experience and ability to engage with customers by phone to manage queries or complaints.
• Strong communication skills with ability to build rapport with customers and colleagues.
• Experience in responding to customers in writing with clear, concise communications.
• Excellent organisational skills and ability to multi-task and manage diary and caseload.
• Flexible and positive approach to meet customer needs and business demands.

Responsibilities

• Manage complaint cases from classification to resolution, as primary contact for customers.
• Investigate complaints to ensure good outcomes for customers when issues arise.
• Communicate empathetically and clearly with customers by phone and in writing.
• Collaborate with internal departments to gather information for effective resolutions.
• Identify trends and use feedback to drive evidence-based decisions and improvements.
• Advocate for Nationwide by solving problems and delivering positive outcomes.

Skills

Customer service

Telephone experience

Communication skills

Written communication

Organisation

Flexibility

Job description

Nationwide is seeking a Complaints Handler to manage cases from classification to resolution, speaking with customers by phone and in writing to ensure fair outcomes. You will work with internal teams to gather information, identify trends and implement improvements, always prioritising the customer experience and high-quality service.

Hybrid working is offered, with 35 hours per week and a Monday–Friday pattern.