We're looking for a passionate and people-focused Contact Centre Operations Manager to lead teams across our Business Banking operation. You'll be responsible for delivering excellent customer outcomes across voice and chat channels, developing high-performing teams and driving operational performance in a fast-paced environment. Working collaboratively across the Society, you'll use insight, data and feedback to improve customer experiences, embed change and continuously enhance how we support our business customers. This is an exciting opportunity to shape the future of our operation while bringing 'The Standard' to life through your leadership every day.
Business Banking plays a vital role in supporting businesses across the UK, helping customers manage their day-to-day banking, access lending and growth opportunities, and navigate important moments throughout the lifecycle of their business. Our colleagues are passionate about delivering straightforward, human support that helps business customers succeed.
As a Business Contact Centre Operations Manager, you'll lead a team of Team Managers responsible for delivering exceptional service and operational performance across a range of Business Banking customer journeys. You'll be accountable for balancing customer experience, colleague engagement, operational performance and risk management, ensuring customers receive consistent, high-quality support whenever they interact with us.
This role has a significant impact on both customer and colleague outcomes. By developing capable leaders, fostering an inclusive and high-performing culture and driving continuous improvement, you'll help ensure we continue to deliver great outcomes for customers while supporting the growth and success of the Business Banking operation.
You'll champion ‘The Standard’, creating an environment where colleagues are encouraged to feel what customers feel, say it straight, push for better and get it done.
Through your leadership, you'll help embed these behaviours into everyday decision-making, ensuring customers receive the right outcomes while colleagues feel empowered to make a meaningful difference.
You'll also play an important role in shaping the future of the Business Banking operation, working closely with stakeholders to implement change, improve processes and deliver better outcomes for customers, colleagues and the Society.
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 our Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
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.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
Responsibilities
What you’ll be doing
As a Business Contact Centre Operations Manager, you'll lead and support Team Managers responsible for delivering exceptional customer experiences across both voice and chat channels. You'll use customer insight, performance data and feedback to identify opportunities to improve service, productivity and customer outcomes, ensuring customers receive the right support through the channel that best meets their needs. You'll work closely with teams across Business Banking and the wider Society to deliver change, embed new ways of working and drive continuous improvement. You'll create an inclusive, high-performing culture where colleagues feel valued, supported and empowered to deliver great outcomes for customers every day. Through effective leadership and coaching, you'll ensure your teams consistently balance customer experience, operational performance, quality and risk management.
About you
As a minimum, you’ll have:
- Proven experience leading leaders and operational teams within a contact centre, customer service or customer operations environment
- Experience delivering and improving customer, colleague and business performance against agreed targets and service standards
- Demonstrable experience of coaching, developing and improving the capability of people leaders and their teams
- Experience using performance data, customer insight and management information to drive decision-making and continuous improvement
- Strong stakeholder management skills with experience building effective relationships across multiple teams and levels of an organisation
- Experience leading teams through change, successfully embedding new processes, systems or ways of working
- A track record of creating inclusive, engaged and high-performing team cultures that deliver excellent customer outcomes
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
There are all sorts of employee benefits available at Nationwide, including:
25 days holiday, pro rata
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.
Please note that should you be successful in securing this role, the job title on our internal systems will be Business Operations Manager.
Contact Centre Operations Manager in Glasgow employer: Nationwide
At Virgin Money, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment in Cleckheaton. Our commitment to employee growth is evident through ongoing training and development opportunities, alongside a competitive benefits package that includes generous holiday allowances, health and wellness resources, and a strong pension plan. Join us to be part of a team that values customer care and community impact, where your contributions are recognised and celebrated.
