At a Glance
- Tasks: Lead a team to resolve complex customer journeys and enhance their experience.
- Company: Join Nationwide, a purpose-driven mutual focused on fairer banking.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a competitive pension.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving customer journeys and leading a dedicated team.
- Qualifications: Proven leadership in customer experience and ability to manage complex cases.
The predicted salary is between 45000 - 55000 £ per year.
Business Contact Centre interacts with circa 40k customers per month and is available to support customers 7 days per week. We want to provide the very best human experience when customers need us most. Our Complex Enquiries team provides specialist support when a customer journey cannot be resolved through our frontline teams. The team takes end-to-end ownership of complex and challenging cases, working across the business to achieve the right customer outcome, reduce unnecessary hand-offs and identify opportunities to improve the customer journey.
We are looking for a leader with a proven track record of developing high-performing, customer-focused teams. The role holder will lead a specialist function responsible for owning and resolving complex customer journeys, ensuring complex cases are taken through to resolution with clear ownership and the right customer outcome. They will also work closely with key stakeholders to simplify customer journeys, reduce friction and improve the overall customer experience.
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, learn and feel connected.
For this job you'll spend at least two days per week, or if part-time you'll spend 40% of your working time, based at our Glasgow 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. The team works in shifts between Monday and Friday, 8am - 6pm, and you'll be expected to work within these times. Additionally, if an urgent escalation comes up you may be expected to resolve it during the weekend in return for time off in lieu.
Responsibilities:
- As a Complex Enquiries Team Manager, you'll lead and develop a specialist team responsible for taking ownership of complex and difficult customer journeys that frontline colleagues are unable to resolve.
- You'll ensure cases are progressed end-to-end, with clear accountability and a strong focus on achieving the right customer outcome.
- As part of your leadership role, you'll also speak directly with customers where senior ownership is required, including significant escalations, sensitive cases and executive-level complaints.
- You'll coach colleagues, review performance and case quality, work with stakeholders to remove barriers, and use insight from customer feedback and recurring themes to simplify journeys and reduce customer friction.
- Alongside supporting your team to grow and develop, you'll provide leadership on escalated customer concerns, applying sound judgement to balance customer outcomes, operational requirements and risk considerations.
- You'll identify recurring customer journey failures and work collaboratively across the business to address root causes, improve processes and enhance the overall customer experience.
About you:
- Proven leadership experience in a demanding customer experience environment.
- Proven track record of delivering exceptional customer outcomes and improving customer journeys.
- Demonstrates customer-first behaviours, supported by feedback and evidence of positive impact.
- Experience leading in a fast-paced customer operations, complaints, escalations or case-management environment.
- Strong experience managing complex customer cases and escalations through to resolution, with clear end-to-end ownership.
- Ability to apply sound judgement, balancing customer outcomes, operational requirements and risk considerations.
- Experience identifying recurring customer journey issues and working across teams to address root causes and drive continuous improvement.
- Experience building and maintaining effective relationships with key stakeholders across multiple functions.
- Ability to deliver results against expectations while maintaining a strong focus on quality, accountability and customer outcomes.
- Business Banking experience is desirable and would be advantageous in understanding customer needs and challenges.
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.
- 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.
If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
Complex Enquiries Team Manager in Glasgow employer: Nationwide
As a leading employer in the banking sector, we offer a dynamic work environment that fosters collaboration and innovation. Our commitment to employee growth is evident through tailored development programmes and a supportive hybrid working model, allowing you to balance your professional and personal life effectively. Join us to be part of a high-performing team dedicated to enhancing customer experiences while driving operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Complex Enquiries Team Manager in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nationwide. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nationwide before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complex Enquiries Team Manager in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nationwide:Your cover letter is your chance to shine! Tell us why you want to work at Nationwide specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nationwide!
How to prepare for a job interview at Nationwide
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
