# Complex Enquiries Team Manager at Nationwide

Nationwide is hiring a Complex Enquiries Team Manager in Glasgow, United Kingdom. Level rates it Little AI ●○○○; you can [apply on Nationwide](https://jobsbylevel.com/go/c1c5f6b2-8f7a-47fb-aee5-3dcf68168f18?utm_medium=ai-agent).

AI Level 1, AI centrality 35 out of 100. Glasgow, United Kingdom.

## Details

- Company: [Nationwide](https://jobsbylevel.com/companies/nationwide)
- AI level: AI Level 1 (score 35 out of 100)
- Location: Glasgow, United Kingdom
- Posted: October 30, 2026
- Apply: https://jobsbylevel.com/go/c1c5f6b2-8f7a-47fb-aee5-3dcf68168f18?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=complex-enquiries-team-manager-at-nationwide-879a7b

## Description

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

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/complex-enquiries-team-manager-at-nationwide-879a7b

Source: https://jobsbylevel.com/jobs/complex-enquiries-team-manager-at-nationwide-879a7b

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Level. https://jobsbylevel.com/jobs/complex-enquiries-team-manager-at-nationwide-879a7b.

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