Senior Case Handler

 

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.
 
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

 

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 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.

 

The hiring manager for this role is Stacy Butler, and the main recruitment contact is Jemma Ives.