Senior Complex Enquiries Specialist in Glasgow

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.

Responsibilities:

• 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.

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.

What to do next:

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.