At a Glance
- Tasks: Drive performance and support your team to deliver excellent customer outcomes.
- Company: Join Nationwide, a leading financial services provider with a focus on collaboration.
- Benefits: Enjoy hybrid working, competitive salary, and a range of employee benefits.
- Other info: Flexible working options available to help you thrive.
- Why this job: Make a real impact by coaching and developing your team in a dynamic environment.
- Qualifications: Experience in performance management and strong leadership skills required.
The predicted salary is between 24960 - 27040 £ per year.
The Performance Lead Manager role is a unique and pivotal position, often mistaken for a traditional Team Manager but it offers so much more. Sitting at the centre of operations, quality, and capability, this role is focused on driving performance across the contact centre to deliver consistently excellent customer outcomes. This is not a standard operational leadership role. Instead, it’s about enabling success through real‑time support, coaching, and performance insight. You’ll play a key role in ensuring colleagues are confident, capable, and delivering to the highest standard in every interaction.
Leading a team of Performance Leads, you will take ownership of key areas including live operational support, capability development, and translating performance data into meaningful, actionable improvements across the function.
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 assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. If your application is successful, your hiring manager will provide further details on how this works.
Virgin Money is now part of Nationwide. Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
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.
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 you’re 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.
Performance Lead Manager in Newcastle upon Tyne employer: Description This
At Nationwide, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Performance Lead Manager, you'll benefit from flexible working arrangements, a strong focus on employee development, and a supportive environment that values your contributions. With access to a competitive benefits package and the opportunity to make a real impact within a leading financial institution, you'll find meaningful and rewarding employment here.
StudySmarter Expert Advice🤫
We think this is how you could land Performance Lead Manager in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Description This. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Description This before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Performance Lead Manager in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Description This:Your cover letter is your chance to shine! Tell us why you want to work at Description This specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Description This!
How to prepare for a job interview at Description This
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
