At a Glance
- Tasks: Lead and inspire a dynamic team while managing real-time workforce processes.
- Company: Join Capital One, a top-rated workplace committed to innovation and inclusivity.
- Benefits: Enjoy competitive pay, extensive leave, private healthcare, and career development funding.
- Other info: Hybrid work model with a vibrant office atmosphere and opportunities for personal development.
- Why this job: Make a real impact in a supportive environment that values your growth and ideas.
- Qualifications: Experience in team management and performance coaching is essential.
The predicted salary is between 40000 - 50000 £ per year.
Our Mission
We’re on a mission to be a force for good in lending. Throughout our almost 30-year history, we’ve consistently been recognised as a great place to work; in 2026, Capital One was officially ranked 9th in the UK’s Best Workplaces™ list. Hear from our team about what it’s like working at Capital One UK.
About the Role
The Mission Control team plays a vital role in ensuring our customer-facing operational areas achieve optimal service results. By leveraging expert knowledge and robust resources, the team proactively manages global service delivery against key KPIs and targets. We continuously investigate day-to-day service impacts, utilising established frameworks to mitigate potential breaches in service standards. Through data analysis and real-time information, the team delivers timely, context-driven insights regarding service performance and resource allocation to key stakeholders. As a central point of contact, we facilitate collaboration between Operations and Technology, managing the end-to-end incident process and overseeing escalations whenever necessary.
What You'll Do
Lead and Inspire: Head an engaged and motivated team of real-time senior coordinators, keeping the department's core purpose front of mind.
Coach and Develop: Dedicate the majority of your time to coaching and developing your team around core processes and personal growth.
Manage Real-Time WFM: Lead the team to ensure all real-time workforce management processes for contact centre staffing are completed to a high standard. This also includes getting support from Tech, we run the incident process and will manage escalations when required.
Build Stakeholder Relationships: Deliver success by collaborating with internal stakeholders, offshore partner leaders, and Operations Managers.
Drive Change: Plan for and react to contact centre and organisational changes, smoothly delivering change into the Mission Control team.
Essential Criteria
Team Management: Proven experience managing and supporting a team to perform against key operational metrics, such as service delivery and efficiency measures.
Performance Coaching: Demonstrated experience in coaching to improve individual and team performance using established techniques and coaching models.
Stakeholder Management: Excellent communication skills with the confidence to engage at all levels and manage diverse stakeholder relationships.
Analytical & Problem-Solving Skills: Strong analytical capabilities with the ability to identify operational improvements and make grounded, data-driven recommendations.
Adaptability & Prioritisation: Highly self-motivated and capable of managing multiple priorities, navigating periods of uncertainty, and working with minimal supervision.
Desirable Criteria
Workforce Management: Direct, hands-on experience with real-time workforce management practices within a contact centre environment.
Where and how you'll work
This is a permanent position based in our Nottingham office.
We embrace a hybrid approach to work. You'll spend three days a week in the office (Tuesday-Thursday), with Monday and Friday being dedicated work-from-home days.
Our offices are designed to inspire and support you. At our Nottingham head office, you'll find an on-site gym, restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar.
What’s in it for you
We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external qualifications.
In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:
Wealth & Future: Competitive pension and performance-based bonus schemes
Holidays: Start with 25 days of annual leave, increasing with tenure. Need more? You have the option to buy 5 additional days.
Health: Access premium care through our private medical insurance.
Family Support: We champion your milestones with enhanced parental leave.
A full list of our benefits is available here.
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible.
We value diversity, inclusion and belonging at our core. We empower our associates to do great work by creating an inclusive culture—one that values diverse perspectives, fosters collaboration and encourages innovative ideas—and a place where associates of all backgrounds can thrive by bringing their most authentic selves to work. We call this our Culture of Belonging, and it rests at the heart of our business.
Our associate-led Business Resource Groups were created to help support our diverse population and include over 10 groups across our offices. Because each Business Resource Group is as unique as the population it serves, they offer a range of activities, networking opportunities, special events and learning programmes to associates.
Capital One is committed to diversity in the workplace.If you require a reasonable adjustment, please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One's recruiting process, please send an email to
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Find out more about this role by reading the information below, then apply to be considered.
Who We Are
At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. xsabvtc Together, we are on a quest to change banking for good.
Team Manager - Workforce Management in West Bridgford employer: Capital One UK
At Capital One, we pride ourselves on being a top employer, consistently recognised for our commitment to employee growth and well-being. Our Nottingham office offers a vibrant work environment with modern amenities, a hybrid working model, and extensive professional development opportunities, including funding for external qualifications. We foster a culture of belonging, where diverse perspectives are valued, ensuring that every associate can thrive and contribute meaningfully to our mission of transforming banking for good.
StudySmarter Expert Advice🤫
We think this is how you could land Team Manager - Workforce Management in West Bridgford
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We think you need these skills to ace Team Manager - Workforce Management in West Bridgford
Some tips for your application 🫡
Show Us Your Leadership Skills:In the corporate leadership and management field, it's essential to highlight your leadership experience. Use your CV to flesh out examples of how you've led teams to success or managed significant projects. We want to see specific instances where your actions made a tangible difference in your previous roles!
Quantify Your Achievements:Numbers talk, especially in management! When detailing your achievements in your CV or cover letter, don’t just say you improved team performance. Instead, say you boosted productivity by 30% over six months through effective strategy implementation. This makes your application pop and shows us what you can bring to Capital One UK.
Craft a Compelling Cover Letter:Your cover letter is your chance to narrate your professional journey. We’re looking for motivation and a clear understanding of what corporate leadership means to you. Dive into your aspirations and how they align with the values and vision of Capital One UK. Make it personal – we want to get to know you!
Tailor Your CV for Management Roles:Ensure your CV reflects the management skills that are essential for this role. Focus on competencies like strategic planning, team building, and problem-solving. Use a clean layout, and don’t forget to align your experiences with those keywords mentioned in the job listing. This will help you stand out from the crowd!
How to prepare for a job interview at Capital One UK
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You’ll want to thoroughly convey your unique approach to leadership. During the interview with Capital One UK, be ready to share real-life examples of how you've inspired and motivated teams in the past. Think about specific achievements that illustrate your strategic thinking and your ability to drive results.
✨Brush Up on Management Theories
Expect some technical questions related to management theories and practices. Brush up on concepts like transformational leadership, servant leadership, or situational leadership. Be prepared to discuss how you would apply these theories to the role at Capital One UK, especially in the specific context of the challenges they’re currently facing.
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Since this is a full-time leadership role, spending time thinking about your vision for Capital One UK could really set you apart. Consider potential strategies for growth and how you would lead teams towards achieving them. This shows not just enthusiasm, but also strategic foresight that they’ll likely be looking for in a candidate.
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