Team Manager

Were recruiting for a Team Manager to join the Quality Control team in the Complaints area of Customer Resolutions. Applicants should have relevant experience or a strong understanding of quality control to ensure they can effectively support and lead their team.

At Nationwide we put our 15 million customers at the centre of every decision we make as a business. Every role no matter what its doing is customer Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to stop issues happening again. Were a specialist area focused on resolving complaints remediating incidents and operating customer data processes.

In your role as Team Manager youll be part of a team responsible for the management development and coaching of team members to enable them to operate to their full potential effectively achieve the goals of their role and contribute to the Nationwide blueprint for a modern mutual.

Delivering optimum team performance utilising people management tools available proactive coaching and 1-2-1/team development are all part of the role. Youll be required to build strong relationships whilst driving business improvements to sustain an ongoing and highly efficient and compliant operation.

This is a 6-month secondment opportunity.

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 youll spend at least two days per week or if part time youll spend 40% of your working time based at either our Northampton Dunfermline or Wakefieldoffice. 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 tohybrid 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 youre 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 youll be doing

Your day-to-day duties will include leading and developing a team of Quality Control consultants enabling them to operate to their full potential whilst delivering optimum team performance and service levels in Complaints and or Customer Data quality checking. Youll support consistent and accurate quality assessments helping to ensure fair customer youll need to build strong relationships drive business improvements and be responsible for planning organising prioritising and managing workloads.

Youll need to manage absence and conduct and capability issues in an accurate and timely manner whilst identifying and acting upon quality findings and areas of improvement that would strengthen complaint handling or improve the customer experience.

Part of your role will include the provision of early insight quality trends and root cause analysis from complaints quality checking to help mitigate further issues and support continuous improvement across Customer Resolutions and Complaints.

About you

The minimum requirements for the role are:

• Experience working in a busy operation with a strong understanding of quality control consistent quality assessments and fair customer outcomes
• Proven people skills to lead a Quality Control team agree and review employee performance objectives provide coaching training challenge and support and manage absence conduct and capability issues
• Experience of managing and organising team resource planning and using both individual and team time effectively balancing complaints quality checking volumes (peaks and troughs) with essential/mandatory activity
• A proactive coach who can identify individual employee needs and address them formally and informally to develop the right skills and behaviours supporting consistent and accurate complaints quality assessments
• Strong time management planning forecasting and organisational skills at both an individual and team level including the ability to manage personal workload and support the delivery of quality checks within prescribed timescales alongside supporting Quality Control colleagues
• Strong analytical skills to identify quality trends and root causes from quality checking helping to shape and drive improvements in call handling customer outcomes and operational efficiency

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 were 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 dont 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 youll get

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

• 25 days holiday pro rata
• 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 were owned by our members - those customers who bank save or have a mortgage with us. We challenge the financial sector status quo. We dont 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 youre inspired by fairer finances passionate about making a meaningful impact and truly care about our customers youre 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. Youll 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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data please read our.

If you want to find out more about using AI in our recruitment process please read morehere.

Disability Confident

Were not just guided by data were driven by the real experiences of our people. Were a Disability Confident Level 3 Leader the highest level.

Thats why were constantly evolving our policies and practices to make sure everyone feels genuinely supported valued and empowered to champion inclusion. Whatever your needs were here to support you. If you need any additional support throughout your application journey email our team atRecruitment Support.

Apply safely with Nationwide

Recruitment scams can look convincing so take a moment to check the role is listed on our official careers site and read our guidance onDont be conned by a job scam.

The hiring manager for this role is Rolinda Paterson and the main recruitment contact is Emily Short.