At a Glance
- Tasks: Lead a team to deliver exceptional customer service and support financial care.
- Company: Join Nationwide, a purpose-driven bank focused on making a real difference.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a competitive pension.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a meaningful impact while developing your leadership skills in a supportive environment.
- Qualifications: Experience in coaching and managing teams, especially in financial services.
The predicted salary is between 40000 - 50000 € per year.
Our Financial Care Team are essential in supporting customers when they really need it. We look after anyone who may be struggling or approaching financial difficulties – an imperative part of our duty as a bank. Our team speak to customers day in, day out, getting to know their finances and personal circumstances, whilst at the same time looking for solutions and offering advice. We know times can be tough, so it’s more important than ever that we bring our heartfelt service to the forefront of our business. It’s what makes us different – it’s what makes us human. Challenging? Of course. But equally rewarding if you’re the type of person who loves making a real difference.
We’ve got a great opportunity to join the Quality team as a Front-Line Manager. If you love coaching, developing and delivering excellent customer service then this is the role for you! The core role of our Leaders is to deliver the very best performance through their people by keeping our Purpose, Strategic Aims and Values & Behaviours at the heart of all they do whilst developing their team with stretching goals to build capability and ambition. This is a 12-month secondment opportunity. 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 nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be monthly in Leeds, Gosforth or Glasgow.
If your application is successful, your hiring manager will provide further details on how this works. 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.
Responsibilities
You’ll be responsible for managing team performance through customer-focused measures, ensuring every interaction delivers the heartfelt service we pride ourselves on. With an insatiable curiosity, you’ll continuously seek opportunities to improve, supporting individuals to take ownership of their own development. Through effective coaching and guidance, you’ll enable your team to achieve their targets, deliver their very best, and drive operational excellence. Working collaboratively across the wider department and with external stakeholders, you’ll help create a seamless and positive experience for customers. You’ll also support your team in handling complaints, taking ownership where needed to resolve conflict and secure the right outcome. Alongside this, you’ll ensure all activity is compliant with risk and regulatory requirements, while fostering a positive, connected team culture that celebrates success and encourages a professional, high-performing environment.
About you
The minimum requirements for this role are:
- Recent coaching experience to help ensure development of team and promotion of a positive working environment
- Experience reviewing management information and escalating where relevant
- Experience dealing with vulnerable customers within the financial services industry
- An ability to plan workload for your team as well as be reactive to ad hoc challenges
- An understanding of policy and procedures within Financial Care and Specialist Support
- Knowledge of the regulatory environment as applicable to Financial Services regulatory SLA’s etc
Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
- 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.
Qualifications
The extras you’ll get:
- 25 days holiday, pro rata
- 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
Banking – but fairer, more rewarding, and for the good of society. We forge our own path at Nationwide. As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives. If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us. At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society. We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
What to do next
If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. The hiring manager for this role is Katie Lawson, and the main recruitment contact is Jemma Ives. Please note that should you be successful in securing this role, the job title on our internal systems will be Team Manager.
Quality Team Manager in Newcastle employer: Nationwide Building Society
At Nationwide, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and development. With a strong focus on customer care, our Quality Team Manager role provides the opportunity to make a meaningful impact while enjoying a competitive benefits package, including hybrid working options, generous holiday allowance, and access to private medical insurance. Join us in a workplace where your contributions are recognised and celebrated, and where you can truly thrive in your career.
Contact Detail:
Nationwide Building Society Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Quality Team Manager in Newcastle
✨Tip Number 1
Get to know the company culture! Before your interview, spend some time researching Nationwide and its values. This will help you connect with the team during your chat and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your coaching skills! Since this role is all about developing your team, think of examples from your past where you've successfully coached someone. Be ready to share these stories to demonstrate your ability to inspire and lead.
✨Tip Number 3
Prepare for situational questions! You might be asked how you'd handle specific customer scenarios or team challenges. Think through your approach to problem-solving and how you can apply it to real-life situations at Nationwide.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you note to express your appreciation for the opportunity. It’s a nice touch that shows you’re keen and professional, and it keeps you on their radar!
We think you need these skills to ace Quality Team Manager in Newcastle
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Quality Team Manager role. Highlight any coaching experience and your ability to handle vulnerable customers, as these are key aspects of the job.
Showcase Customer First Behaviours:In your application, demonstrate how you embody our customer first behaviours. Share specific examples where you've stepped into a customer's shoes or pushed for better outcomes in previous roles.
Be Clear and Concise:When answering the application questions, keep your responses clear and to the point. Use straightforward language that showcases your understanding of the role and the financial care environment.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Nationwide Building Society
✨Know Your Stuff
Before the interview, make sure you understand the role of a Quality Team Manager and how it fits into the Financial Care Team. Familiarise yourself with their customer-first behaviours and think about how your experience aligns with their values.
✨Showcase Your Coaching Skills
Be ready to discuss your recent coaching experience. Prepare specific examples of how you've developed team members and fostered a positive working environment. Highlight any successes in improving performance through effective coaching.
✨Empathy is Key
Since this role involves dealing with vulnerable customers, be prepared to share examples of how you've stepped into customers' shoes in previous roles. Show that you understand the importance of empathy in delivering heartfelt service.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team culture and how success is measured. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
