Senior Complex Enquiries Specialist

Nationwide Building Society; Glasgow; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Private medical insurance

Pension plan

Annual performance bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellhub health and wellness

Volunteer days

Job summary

Nationwide Building Society is seeking a Complex Enquiries specialist to own and resolve intricate customer cases, acting as a dedicated contact and guiding them through resolution with empathy and clarity.

In a fast-paced telephony environment, you’ll work on a hybrid model across the UK, with regular Glasgow site attendance and flexible home-working arrangements to support collaboration and problem solving.

Qualifications

• Proven experience managing complex customer enquiries, complaints or escalations from initial contact through to resolution.
• Experience in a telephony-based customer service environment, building rapport and using effective questioning and listening skills.
• Ability to prioritise and manage multiple cases in a fast-paced setting while maintaining high service levels.
• Investigative and problem-solving skills with focus on root causes and customer outcomes.
• Experience collaborating across teams and senior stakeholders to resolve issues and remove barriers.
• Excellent verbal and written communication, able to explain complex information clearly and keep customers updated.

Responsibilities

• The role goes beyond problem solving; identify root causes, share insights, and drive process improvements for first-time resolution.
• Manage multiple complex cases simultaneously, building relationships and delivering customer outcomes.
• Be an advocate for customers, taking ownership and coordinating with colleagues to deliver the right outcome.

Skills

Complex enquiries management

Telephony-based service

Prioritisation multitasking

Investigative skills

Cross-team collaboration

Clear communication

Ownership and accountability

Job description

As part of our Complex Enquiries team, you'll play a vital role in delivering simply brilliant experiences for our customers by taking ownership of some of the most complex and sensitive enquiries referred from our Business Contact Centre. Acting as a customer's dedicated point of contact, you'll manage cases from initial referral through to resolution, ensuring customers feel supported, informed and valued every step of the way.

This team sits at the heart of customer resolution, working across multiple business areas to investigate issues, remove barriers and coordinate actions that lead to positive customer outcomes. Through warm handovers from the Business Contact Centre, you'll receive cases that require deeper investigation, collaboration and ownership, often involving engagement with colleagues and stakeholders from across the organisation.

This role works on a rotational shift basis, between 8am to 8pm.

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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow site approximately once per week. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the 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.

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.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

What you’ll be doing

The role goes beyond problem solving. We're looking for people who are curious, proactive and passionate about continuous improvement. You'll identify root causes, share insight and feedback, and challenge existing processes to improve first-time resolution and make things easier for both customers and colleagues. By understanding not just what has gone wrong, but why, you'll help shape improvements that enhance the customer experience and simplify the way we work.

Operating in a fast-paced environment, you'll manage multiple complex cases simultaneously while maintaining a strong focus on customer outcomes. Success in this role comes from building strong relationships, collaborating effectively with others and taking accountability for seeing issues through to completion. Your work will have a direct impact on improving customer confidence, reducing repeat contact and delivering fairer, simpler and more rewarding experiences for our customers.

Ultimately, this role is about being an advocate for our customers, taking ownership when things aren't straightforward and working together across the business to deliver the right outcome, first time.

About you

• Proven experience managing complex customer enquiries, complaints or escalations from initial contact through to resolution
• Experience working in a telephony-based customer service environment, building rapport and using effective questioning, active listening and communication skills to support customers and resolve complex issues
• Strong ability to prioritise and manage multiple customer cases simultaneously within a fast-paced environment while maintaining high levels of service
• Demonstrable investigative and problem-solving skills, with experience identifying root causes and delivering effective customer outcomes
• Experience collaborating across multiple teams and senior stakeholders to resolve customer issues and remove barriers
• Excellent verbal and written communication skills, with the ability to explain complex information clearly and keep customers updated throughout their journey
• Proven experience taking ownership of customer issues and seeing them through to completion, delivering fair and positive outcomes

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

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 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.