Complex Enquiries Team Manager

Business Contact Centre interacts with circa 40k customers per month and are 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. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

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.

What you’ll be doing

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

There are all sorts of employee benefits available at Nationwide, including:

• 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

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 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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

Please note that should you be successful in securing this role, the job title on our internal systems will be Ops Manager Complex Enquiries.