Complaints Handler

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 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 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 benefit ting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

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…