Digital Experience Service Team Manager in Glasgow

We're excited to offer an excellent permanent opportunity to join our Digital Experience Centre as a Team Manager within our Contact Centre. This is a rewarding leadership role where you will inspire, coach and develop a team of colleagues to deliver outstanding customer experiences while championing The Standard in every interaction. You will create a positive, inclusive and high-performing culture, ensuring your team consistently delivers a Simply Brilliant Experience and achieves the right outcomes for our customers and the Society.

We're looking for a self-motivated, enthusiastic and people-focused leader who is passionate about developing others, driving performance and creating exceptional customer outcomes. If you thrive in a fast-paced environment and enjoy leading teams to success, we'd love to hear from you. 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 office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office.

If your application is successful, your hiring manager will provide further details on how this works.

Responsibilities

• As a Manager, you will be responsible for leading, coaching and inspiring a diverse team of talented colleagues, creating an environment where high performance, collaboration and inclusion can thrive.
• You will embed The Standard in every customer interaction, ensuring customers receive a seamless right-first-time experience while fostering a culture where the Simply Brilliant Experience becomes second nature.
• A key part of the role will involve supporting colleague wellbeing, ensuring appropriate support mechanisms are in place and creating a positive and engaging team environment.
• You will monitor team performance and customer outcomes, identifying training needs and development opportunities to drive continuous improvement and individual growth.
• Through clear objectives, regular coaching and ongoing support, you will help colleagues achieve both personal and team success.
• You will maintain accurate people management records and tools, including SharePoint and People Cloud, ensuring all information is kept up to date.
• The role also requires you to champion continuous improvement initiatives that enhance operational efficiency and customer satisfaction, while providing expert guidance, technical support and leadership to your team.

About you

• Proven experience in team leadership, coaching and people management.
• A natural leader who demonstrates agility and adaptability, inspiring and motivating others to achieve their full potential.
• Strong stakeholder management skills, with the ability to build effective relationships and influence at all levels.
• Excellent verbal and written communication skills, with the ability to engage and inspire diverse audiences.
• Passionate about delivering outstanding customer experiences and achieving positive customer outcomes.
• Resilient and driven, with the ability to perform effectively in a fast-paced and changing environment.

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

• 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.

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.