At a Glance
- Tasks: Lead development activities and provide tailored coaching to support our Specialist Support Team.
- Company: Join Nationwide, a leading financial services provider with a focus on customer care.
- Benefits: Enjoy 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 support customers with complex needs.
- Qualifications: Recent coaching experience and strong influencing skills are essential.
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
- 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 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 have the opportunity to make a meaningful impact by nurturing talent within our Specialist Support Team, all while enjoying the flexibility of hybrid working and regular collaboration with colleagues in vibrant locations like Newcastle, Leeds, and Glasgow. Join us to be part of a team that values compassion, innovation, and continuous improvement in delivering outstanding customer support.
StudySmarter Expert Advice🤫
We think this is how you could land Performance Coach
✨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 coaching scenarios. Think about how you’d handle different situations with team members. This will show you’re ready to step into the Performance Coach role and make an impact from day one.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've identified trends in past roles and how you’ve used that data to improve team performance. This is key for the Performance Coach position.
✨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 serious about joining the team at Nationwide.
We think you need these skills to ace Performance Coach
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 at StudySmarter to support customers effectively.
Showcase Your Influencing Skills:We want to see your confident influencing skills in action! Use examples in your application that demonstrate how you've successfully communicated and persuaded others, both verbally and in writing.
Highlight Continuous Improvement:Don’t forget to mention any experiences where you identified opportunities for continuous improvement. We love candidates who are proactive and can bring fresh ideas to the table!
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. We can’t wait to see what you bring to the team!
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 promoting a positive working environment.
✨Showcase Your Analytical Skills
Prepare to talk about your experience with analysing trends and identifying opportunities for improvement. Bring examples of how you've used data to inform your coaching strategies and support your team’s development.
✨Demonstrate Your Communication Skills
Since influencing skills are key, practice articulating your thoughts clearly and confidently. Think of scenarios where you’ve effectively communicated complex ideas or provided feedback, both verbally and in writing.
✨Understand the Regulatory Environment
Brush up on your knowledge of the financial services regulatory environment. Be prepared to discuss how this knowledge can impact your coaching and support strategies, ensuring compliance while delivering effective solutions.
