Make a Real Difference Through Customer Feedback

• Play a key role in improving customer experiences and business outcomes.
• Investigate customer feedback and incidents to drive meaningful change.
• Partner with leaders across the business to identify trends and improvement opportunities.
• Join a collaborative team committed to quality, continuous improvement and operational excellence.

About Nationwide Group

At Nationwide Group, we're passionate about delivering exceptional service and creating positive experiences for our customers. Through innovation, collaboration and a commitment to continuous improvement, we strive to exceed expectations and make a genuine impact.

As part of our Quality team, you'll help shape how we learn from customer feedback, manage incidents and continuously improve our processes, systems and services.

About the Role

As our Feedback Business Partner, you'll be responsible for managing customer feedback and incident cases from initial investigation through to resolution. Working closely with internal stakeholders, customers and service providers, you'll ensure concerns are addressed professionally, root causes are identified and opportunities for improvement are captured.

This role is ideal for someone who enjoys problem-solving, building relationships and turning customer insights into positive business outcomes.

Key Responsibilities

• Manage customer feedback, complaints and incident cases through to resolution.
• Conduct investigations, identify root causes and recommend corrective actions.
• Liaise with customers and stakeholders to provide timely updates and maintain positive relationships.
• Analyse feedback and incident data to identify trends, risks and improvement opportunities.
• Partner with leaders across the business to support quality and continuous improvement initiatives.
• Assist in maintaining compliance with quality management systems, policies and relevant standards.
• Contribute to process improvements that enhance customer experience and operational performance.

About You

You'll bring a customer-focused mindset, strong communication skills and a passion for driving positive change.

We're looking for someone with:

• Experience in customer complaints, feedback management, quality, compliance, investigations or a similar role.
• Strong stakeholder management and relationship-building skills.
• Excellent written and verbal communication skills.
• Analytical and problem-solving capabilities, with the ability to identify trends and recommend solutions.
• Experience working within quality, risk or continuous improvement frameworks is highly regarded.

Why Join Nationwide Group?

At Nationwide Group, you'll be part of a supportive and inclusive culture where your ideas and contributions are valued. We invest in our people and provide opportunities to learn, grow and make a meaningful impact.

If you're passionate about improving customer experiences and driving positive change, we'd love to hear from you.

Apply today and help us turn feedback into better outcomes for our customers, our people and our business.