Senior Case Handler

We’re looking for someone to join our High Risk Complaints Pillar to provide brilliant service through actively managing complaints, establishing the root cause to put things right, and delivering the Society’s written final response.  

As a Senior Case Handler, the complaints you handle will be urgent, sensitive and complex in nature, helping to fix things for some of our most vulnerable and distressed customers. This role will undoubtedly involve managing our most challenging complaints, but these can also be the most interesting and rewarding to resolve.  

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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon, Northampton, Dunfermline or Wakefield office. 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. 

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 be responsible for taking ownership of complex and sensitive customer complaints on a variety of issues across Nationwide’s full product and service range to reach a good outcome for our customers and Nationwide. 

Handling your own allocated worklist, you'll need to work on a stand-alone basis to prioritise and respond to customers within set regulatory timescales. You’ll have a personal mandate to agree compensation levels where required. 

You’ll need to be a confident communicator, as you’ll be engaging with customers by phone and in writing, plus engaging with a wide network of internal stakeholders to help you get the information you need. This may involve the need to interact with colleagues in executive roles, including members of ExCo and Nationwide’s board. 

The work you’ll do for our customers will all need to be recorded and evidenced, both via our complaint management system and in our separate capacity management tool to account for the time you spend.

If through handling complaints you spot something we could do better, we’ll expect you to share ideas that could improve our members’ experience or even our procedures in complaints.

About you

The minimum requirements for this role are:

• Extensive financial services complaints experience through which you’ve developed the expertise to manage our most urgent, complex, and sensitive complaints
• Experience in a Customer Service environment
• The ability to communicate complaint outcomes and decisions in a clear and empathetic manner (both verbally and in writing) 
• A strong attention to detail - can analyse data from a wide range of sources to be able to draw conclusions and make informed decisions 
• Experience of dealing with vulnerable customers who are at times angry or upset 
• The ability to confidently and professionally engage 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

• Access to 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.

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