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- Tasks: Lead and inspire a team of collectors to support members in need.
- Company: Join a customer-first organisation committed to positive outcomes.
- Benefits: Flexible working hours, hybrid options, and career development opportunities.
- Why this job: Make a real difference by empowering your team and supporting customers.
- Qualifications: Experience in leadership and customer support, especially in financial services.
- Other info: Dynamic role with opportunities for growth and collaboration across various locations.
The predicted salary is between 36000 - 60000 £ per year.
As a Team Manager within the Collections and Recoveries Credit Card Team, you will lead a team of Senior and Specialist Collectors & Negotiators who will be supporting our members across Retail. We require someone who can learn and adapt quickly, demonstrate strong leadership skills, build relationships, and collaborate effectively with the wider team to deliver consistently good outcomes for our members.
The Collections and Recoveries Credit Card Team demands a flexible and agile approach to our ways of working. Change can be frequent, and your ability to adapt alongside your team will be vital to success in your role. You will motivate and inspire a team of consultants, lead them through change in a fast-paced environment, and provide coaching in line with the business area’s training and competency framework. This is a full-time role with flexible shift rotation between 8am–8pm if required within your deployment area. Nationwide offers hybrid working wherever possible to balance collaboration with home working.
For this job you’ll be located at the nearest regional hub with regular collaboration at one of our office sites. The position requires a minimum of quarterly travel to Northampton or London, with frequency varying based on business need.
You will lead a team of Senior and Specialist Collectors & Negotiators who support our members in times of need. Through effective leadership and coaching, you will empower your team to perform at their best and cultivate a high-performance culture for positive member outcomes. You will deliver creative communication methods to engage hybrid teams and maintain a strong team dynamic that fosters trust, collaboration, and colleague wellbeing. You will ensure teams stay up to date with learning through established competency frameworks and communicate consistently to keep them informed and competent.
About you
- Experience working in a telephony operational environment supporting customers
- Credit card, and/or leadership experience
- Experience supporting vulnerable customers
- Proven ability to coach and lead your team through effective performance management techniques
- Able to demonstrate clear and confident communication skills to articulate the operation’s key priorities, goals, objectives and organisational messages
- Positive, motivated and inspiring approach to getting the best out of people; able to tackle difficult situations and nurture talent on your team
- Knowledge and experience in the financial services industry, ideally leading operational teams in the areas outlined above
Our customer-first behaviours put customers and members at the heart of how we work. They describe the behaviours every colleague should display:
- Feel what customers feel – We empathise with customers to understand their needs and ensure decisions are customer-centered
- Say it straight – We are honest and direct with good intent, sharing diverse perspectives to reach the best conclusions
- Push for better – We challenge the status quo and pursue continuous improvement
- Get it done – We prioritise actions that deliver the greatest impact and take accountability for customer outcomes
You can strengthen your application by showing how our customer-first behaviours resonate with you and where you have demonstrated them.
Team Manager in Northampton employer: Description This
Contact Detail:
Description This Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Manager in Northampton
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by practising common questions related to leadership and team management. We recommend using the STAR method to structure your answers – it helps you showcase your skills effectively.
✨Tip Number 3
Show off your adaptability! Be ready to discuss how you've handled change in previous roles. Employers love candidates who can thrive in fast-paced environments, so share those stories!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re all about that customer-first approach, so show us how you embody that in your application!
We think you need these skills to ace Team Manager in Northampton
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your leadership experience. We want to see how you've motivated and inspired teams in the past, especially in challenging situations. Share specific examples that demonstrate your ability to lead effectively!
Emphasise Customer-Centric Behaviours: Our customer-first behaviours are key to our success. In your application, reflect on how you empathise with customers and ensure their needs are met. We love seeing real-life examples of how you've put customers at the heart of your work.
Be Adaptable and Flexible: Given the fast-paced nature of this role, it's important to showcase your adaptability. Talk about times when you've successfully navigated change or led a team through transitions. We appreciate candidates who can thrive in dynamic environments!
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Description This
✨Know Your Team Dynamics
Before the interview, think about how you would lead a team of Senior and Specialist Collectors. Be ready to discuss your leadership style and how you can motivate and inspire your team, especially in a fast-paced environment.
✨Showcase Your Adaptability
Given the flexible and agile approach required for this role, prepare examples of how you've successfully navigated change in previous positions. Highlight your ability to adapt quickly and support your team through transitions.
✨Emphasise Customer-Centric Behaviours
Familiarise yourself with the customer-first behaviours mentioned in the job description. Be prepared to share specific instances where you've demonstrated empathy, honesty, and a commitment to continuous improvement in your past roles.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, as strong communication skills are crucial for this position. Think about how you would convey key priorities and objectives to your team, ensuring everyone is aligned and informed.
