As an Operations Excellence Coach, you’ll play a key role in improving performance and customer outcomes across our Business Banking Contact Centre. Working closely with leaders and frontline colleagues, you’ll deliver high-quality coaching, identify capability gaps and embed simple, consistent ways of working. Using insight from customer interactions, quality frameworks and performance data, you’ll turn observation into meaningful improvement. If you're passionate about developing people and delivering brilliant customer experiences, this is a role where you can make a real difference.
This role sits within Business Banking, supporting our Contact Centre teams to deliver consistently strong customer outcomes for our customers.
As part of our Operational Excellence function, you’ll focus on raising capability, improving performance and embedding a shared standard of excellence. You’ll work alongside Team Managers and frontline colleagues, observing customer interactions and providing targeted coaching that builds confidence, consistency and performance.
You’ll play an important role in helping us create simpler ways of working, clearer expectations and more consistent experiences for our customers.
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 jobyou'llspend at least two days per week, or if parttimeyou'llspend 40% of your working time, based at ourGlasgow or Northamptonoffice.Ifyou’rebased 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. 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.
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Operations Excellence Coach - Customer Experience in Glasgow employer: Nationwide
As a leading employer in the banking sector, we offer a dynamic work environment that fosters collaboration and innovation. Our commitment to employee growth is evident through tailored development programmes and a supportive hybrid working model, allowing you to balance your professional and personal life effectively. Join us to be part of a high-performing team dedicated to enhancing customer experiences while driving operational excellence.
