At a Glance
- Tasks: Lead development activities and provide tailored coaching to support our Specialist Support Team.
- Company: Join a leading financial services provider dedicated to customer care and support.
- Benefits: Hybrid working, competitive salary, and opportunities for personal growth.
- Other info: Collaborative environment with regular team events in vibrant office locations.
- Why this job: Make a real difference by empowering teams to deliver exceptional customer support.
- Qualifications: Recent coaching experience and strong influencing skills required.
The predicted salary is between 35000 - 45000 £ per year.
Our Specialist Support Team (SST) are essential in supporting customers when they really need it. We look after customers with complex needs, such as serious mental health challenges or multiple vulnerabilities, who may struggle to manage their everyday banking. In this role you’ll provide compassionate, tailored support through both telephony and back‑office channels. Our team speaks to customers day in, day out, getting to know their personal circumstances and finances while looking for solutions and offering advice.
The performance coach role is critical in supporting our SST teams by analysing trends, identifying opportunities, and creating coaching methods to support, nurture and develop our people in delivering the right outcomes for our customers. At Nationwide, we offer hybrid working wherever possible. We value our time in the office to solve problems, learn and feel connected. You will be located at our nearest regional hub and must regularly connect with colleagues for collaboration events in one of our office sites, anticipated to be weekly in Gosforth, Leeds or Glasgow.
What you’ll be doing
In this role you will be responsible for leading a variety of development activities, building colleague capability so that individuals, teams and people leaders can contribute to team goals and undertake their roles competently. You will deliver coaching solutions aligned with strategic aims, using root‑cause analysis and effective coaching models to meet business needs. Reporting to the Operations Manager, you will work as part of the wider Leadership Team within Customer Support, providing effective coaching and support solutions across Customer Support to meet both ongoing and ad hoc requirements.
About you
The minimum requirements for the role are:
- Recent coaching skills to develop teams and promote a positive working environment
- Confident influencing skills (both verbally and in writing)
- The ability to own your own time effectively to devote maximum time to coaching activities
- The ability to identify opportunities for continuous improvement
- Experience reviewing management information and identifying trends
- Knowledge of the regulatory environment as applicable to financial services regulatory SLAs
- An understanding of policy and procedures within Financial Care and Specialist Support
Performance Coach in Newcastle upon Tyne employer: Description This
At Nationwide, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and development. As a Performance Coach, you will play a vital role in nurturing talent within our Specialist Support Team, while enjoying the flexibility of hybrid working and regular collaboration with colleagues across our regional hubs in Newcastle, Leeds, and Glasgow. With a commitment to compassionate customer service and continuous improvement, we provide a rewarding environment where your contributions truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Performance Coach in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Nationwide on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to coaching and customer support. We recommend using the STAR method to structure your answers – it helps you showcase your skills effectively!
✨Tip Number 3
Show your passion for helping others! In your conversations, whether in interviews or networking, share stories that highlight your experience in supporting individuals with complex needs. It’ll make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Nationwide.
We think you need these skills to ace Performance Coach in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Performance Coach role. Highlight your recent coaching skills and how they align with our mission to support customers with complex needs. We want to see how you can contribute to our team goals!
Showcase Your Influencing Skills:Since confident influencing is key in this role, don’t shy away from sharing examples of how you've effectively communicated in previous positions. Use clear, concise language that reflects your ability to connect with others—this will resonate with us!
Demonstrate Continuous Improvement Mindset:We love candidates who are proactive about identifying opportunities for improvement. Share specific instances where you've reviewed management information or identified trends that led to positive changes. This shows us you're ready to make an impact!
Apply Through Our Website:Remember, the best way to apply is through our website! It’s straightforward and ensures your application gets to the right people. Plus, it gives you a chance to explore more about us and what we stand for.
How to prepare for a job interview at Description This
✨Know Your Coaching Models
Familiarise yourself with various coaching models and techniques that are relevant to the role. Be ready to discuss how you’ve applied these in past experiences, especially in developing teams and improving performance.
✨Understand the Customer Support Landscape
Research the current trends in customer support, particularly within financial services. Being able to speak knowledgeably about the challenges and opportunities in this area will show your commitment and understanding of the role.
✨Showcase Your Influencing Skills
Prepare examples that demonstrate your ability to influence and motivate others. Think of specific situations where your communication skills made a difference in team dynamics or individual performance.
✨Highlight Continuous Improvement Initiatives
Be ready to discuss any initiatives you've led or been part of that focused on continuous improvement. This could include analysing data to identify trends or implementing new processes that enhanced team performance.
