We’re looking for an experienced complaints professional to join our Group Executive Complaints Team within the High Risk Complaints Pillar. You’ll actively manage complex complaints, establish their root cause, put things right for customers and deliver the Society’s written final response.
As a Senior Case Handler, you’ll take ownership of some of our most urgent, sensitive and complex complaints, including cases involving vulnerable or distressed customers. The work can be challenging, but it also offers the opportunity to resolve interesting cases and make a meaningful difference for our customers.
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 job you'll be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
Uncompromisingly Customer, whatever our role
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.
What you’ll be doing
You’ll take ownership of complex and sensitive customer complaints across the full range of Virgin Money and Nationwide products and services, investigating each case thoroughly and working to achieve fair outcomes for our customers.
Managing your own allocated worklist, you’ll work independently to prioritise cases and respond to customers within regulatory timescales. You’ll also have a personal mandate to agree appropriate compensation where required.
You’ll communicate with customers confidently and empathetically, both by phone and in writing. You’ll also build effective relationships across a wide network of internal stakeholders to gather the information you need, including, where appropriate, colleagues in executive roles, members of ExCo and Nationwide’s Board.
You’ll maintain clear and accurate records of your work in our complaint management system and use our separate capacity management tool to record the time spent on each case.
As you handle complaints, you’ll identify recurring issues and share ideas that could improve the customer experience, our processes or the way we manage complaints.
About you
The minimum requirements for this role are:
- Extensive experience of handling Virgin Money complaints, with the knowledge and judgement needed to manage urgent, complex and sensitive cases across Virgin Money products and services
- Experience of supporting vulnerable customers, including those who may be angry, upset or distressed
- The ability to explain complaint outcomes and decisions clearly and empathetically, both verbally and in writing
- Confidently able to analyse information from a range of sources, draw sound conclusions and make informed decisions
- The confidence and professionalism to engage effectively with senior stakeholders
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
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
The hiring manager for this role is Stacy Butler, and the main recruitment contact is Jemma Ives.
Banking - but fairer, more rewarding, and for the good of society
Job Info
- Job Identification 5596
- Apply Before 10/30/2026, 11:55 PM
- Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 21 High Street, Birmingham, West Midlands, B4 7SL, GB Belfast City Hall, Belfast, Antrim, BT1 5AG, GB 47/49 Queen Street, Cardiff, CF10 2AS, GB 1 Gorse Stacks, Chester, CH1 3EQ, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB 83 George Street, Edinburgh, EH2 3ES, GB 177 Bothwell Street, Glasgow, G2 7ER, GB 94 Briggate, Leeds, LS1 6NP, GB 28 King Street, Maidstone, ME14 1DA, GB 2 Spring Gardens, Manchester, M2 1EE, GB Jubilee House, Newcastle, NE3 4PL, GB 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, GB 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB 7/11 Montague Street, Worthing, BN11 3AX, GB
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Senior Case Handler in Northampton employer: Description This
At Nationwide, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and well-being. As a Customer Representative in Paignton, you'll enjoy competitive benefits, including generous holiday allowances, ongoing training, and opportunities for community engagement through paid volunteering. Our commitment to fair banking and customer service ensures that you will make a meaningful impact in the lives of our customers while being part of a team that celebrates success and values your contributions.
