Senior Complex Enquiries Specialist

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.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.