Quality Checker in Leeds

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.

The Quality Checker role is critical not only supporting colleagues within the Financial Care Team but also responding to emerging risks. Customer experience is at the heart of everything that Risk Operations do, and we are always looking for ways to improve this experience through continuous improvements and customer journeys.

We are currently recruiting for two vacancies. One is a permanent opportunity, the other 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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow, Gosforth or Leeds site approximately once per month. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the 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. 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. 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.

Responsibilities

• You’ll play a key role in monitoring and reviewing customer–colleague interactions, ensuring they align with Assurance principles and deliver fair customer outcomes.
• Through clear, balanced feedback and guidance, you’ll support colleagues to resolve issues effectively while minimising disruption and enhancing the overall customer experience.
• You’ll empower teams to take ownership and consistently deliver right first time results, embedding quality and compliance in line with policy and regulatory standards.
• With the confidence to communicate investigation outcomes—including more complex or challenging decisions—you’ll also contribute to driving consistency through coaching, development, and education.
• Alongside this, you’ll actively seek opportunities to improve processes, reduce waste, and enhance customer journeys, playing a central role in continuous improvement.

About you

The minimum requirements for the role are:

• Experience in training and coaching at an operational level, whilst having provided effective feedback to colleagues in relation to customer outcomes.
• An understanding of policy and procedures within Financial Care and Specialist Support.
• Experience dealing with vulnerable customers within the financial services industry.
• Practical knowledge of the regulatory environment.
• The ability to identify opportunities for continuous improvement.
• Confident influencing skills (both verbally and in writing).
• The ability to own your own time effectively to devote maximum time to coaching activities.

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.
• 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 Chris Florence, and the main recruitment contact is Amy Baxter.