Team Manager in Wakefield

We’re recruiting for a Mobilisation Team Manager to join the Remediation Operations Mobilisation Team in Customer Resolutions. At Nationwide, we put our 15 million customers at the centre of every decision we make as a business. Every role, no matter what it’s doing, is customer focused. In Customer Resolutions, we put things right when they go wrong for our customers and learn from this insight to stop issues happening again. We’re a specialist area focused on resolving complaints, remediating incidents and operating customer data processes.

We are looking for a Mobilisation Team Manager to lead our Mobilisation team who support business readiness activities for incidents. In your role as Team Manager, you’ll be part of a team responsible for the management, development and coaching of team members to enable them to operate to their full potential, effectively achieve the goals of their role, within the mobilisation environment, and to contribute to the Nationwide blueprint for a modern mutual. Delivering optimum team performance, utilising the people management tools available, proactive coaching, work stack management and 1-2-1/team development are all part of the role. You’ll be required to build strong relationships whilst driving business improvements to sustain an ongoing and highly efficient and compliant operation.

In addition to leading your team, you will support mobilisation activities, including process design, risk management, continuous improvement and providing peer support to the operations Team Managers. 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 spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at either our Swindon, Bournemouth, Northampton or Wakefield office.

Your day-to-day duties will include leading and developing a team of consultants in our mobilisation team, enabling them to operate to their full potential whilst delivering optimum team performance and service levels in the customer remediations operations mobilisation team. Additionally, you’ll need to build strong relationships, drive business improvements and be responsible for planning, organising, prioritising and managing workloads. You’ll need to be able to provide constructive challenge and be confident in sharing ideas to ensure that the processes we create for the wider operations team are fit for purpose and provide a good colleague and customer journey. You’ll need to manage absence as well as conduct and capability issues in an accurate and timely manner whilst identifying and acting upon any areas of improvement that would reduce complaint volumes or improve the customer experience.

The minimum requirements for this role are:

• Previous experience in business readiness activities/mobilisation (inc. supporting on process creation, reviewing operational support guides, liaising with a range of departments such as training, project teams and risk and controls)
• Experience of managing and organising team resource, productivity and behaviours, planning and using both individual and team time effectively
• Experience of coaching, training and managing absence as well as managing conduct and capability issues – be able to identify individual employee needs and address them formally and informally to develop the right skills and behaviours
• The ability to investigate underlying issues and apply structured root cause analysis to achieve quality metrics
• Identifying process improvements to create efficiencies and deliver a memorable customer experience
• Time management, forecasting and organisational skills, at both an individual and team level
• Analytical skills that can help shape and drive change

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.

The extras you’ll get include:

• 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

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.