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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

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

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 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…