Complaint Handler in Glasgow

Our Complaints function is the voice of our customers and takes ownership of complaints that require further investigation. We have a critical role in delivering on our purpose of Making You Happier About Money and when things don’t quite go right, we’re on hand to turn problems into solutions and issues into positive experiences. Investigation is our forte – we listen closely, think critically, and act with empathy to deliver the best possible outcomes to 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 hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be monthly in Glasgow or Gosforth.

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.

As a Complaints Handler, you will be responsible for managing complaint cases and be a primary point of contact for our customers, from classification to ultimate resolution. You will investigate complaints to ensure we come to a good outcome for our customers when they feel something isn’t right. You will take a customer-first approach, ensuring you communicate empathetically and clearly with customers by telephone and in writing. Working closely with other internal departments, you will gather information to facilitate effective resolutions whilst developing your own knowledge of our products and services. You will continuously be looking to serve our customers better by identifying trends and acting boldly on feedback. This will help you make evidence-based decisions when considering the nature and outcome of each complaint to ensure it is suitable for the individual situation. No two days are the same. You’ll be an advocate for Virgin Money and will deal with a whole host of enquiries, which means that solving problems and finding solutions will be your goal.

We need you to have:

• A background in customer service showcasing a genuine passion for helping customers and a desire to exceed expectations.
• Telephony experience and a track record of engaging with customers by phone to manage challenging queries or complaints.
• Great communication skills with a natural ability to engage and build rapport with customers and colleagues.
• Experience of responding to customers in writing - creating clear, concise communications.
• Superb organisational skills and the ability to multi-task as you manage your own diary and caseload.
• A flexible and positive approach to meet customer needs and business demands.

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 extras you’ll get:

• 25 days holiday, pro rata.
• Access to 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.

Once we’ve received your application successfully, we will invite you to the first stage; our online assessments! Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focussed around what’s important to us in a member facing role at Nationwide. In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what it’s like to work here at Nationwide. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.