Contact Centre Team Manager

As a Contact Centre Team Manager in Business Direct, you’ll lead and develop a team delivering excellent service and outcomes for our business customers. You’ll balance customer experience, colleague engagement and risk management, ensuring the right decisions are made first time and in line with policy and regulation. This role plays a key part in creating Simply Brilliant Experiences for our Customers while supporting colleagues to grow and perform at their best.

This role sits within Business Direct, part of Nationwide’s Business Banking area. Business Direct supports small and medium‑sized business customers through a remote contact centre model, providing day‑to‑day servicing and lending support. As a Contact Centre Team Manager, you’ll be accountable for leading a team of colleagues who interact directly with customers, ensuring high standards of service, quality, and compliance while contributing to sustainable business growth.

The operational hours of the team are Monday to Sunday 8am-8pm and you’ll need to work 1 in 4 weekends on a rotational basis. We are happy to consider flexible working approaches to help you perform at your best. 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 be located at our Glasgow hub. There will be a need to regularly connect with colleagues for collaboration events, this is anticipated to be weekly in Glasgow.

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. 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.

Extras you’ll get:

• 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

What you’ll be doing:

On a typical day, you’ll lead, motivate, and support your team to deliver great customer outcomes while meeting performance and regulatory standards. You’ll use insight and data to understand demand, improve ways of working, and remove friction for both customers and colleagues. You’ll spend time developing your people through quality conversations, feedback, and training ensuring risk, controls, and customer focus are embedded in everything the team does. You’ll also work closely with peers and stakeholders across Business Banking to support change, continuous improvement, and operational resilience.

About you:

You’ll bring the following essential skills and experience:

• Proven people‑management experience within a contact centre or customer‑facing operational environment
• Demonstrable experience of leading performance, quality, and absence management in a regulated setting
• Strong ability to engage, develop, and motivate colleagues to deliver great customer outcomes
• Experience of using data and insight to manage performance, demand, and continuous improvement
• Clear, confident communication skills with the ability to influence and build effective relationships

Customer first behaviours:

• 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.