At a Glance
- Tasks: Lead a team to deliver exceptional customer service and support their development.
- Company: Join Nationwide, a bank that truly cares about its customers and employees.
- Benefits: Enjoy private medical insurance, a competitive pension, and performance bonuses.
- Other info: Hybrid working model with opportunities for career progression and personal growth.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in coaching and managing teams, especially in financial services.
The predicted salary is between 40000 - 50000 £ per year.
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. Challenging? Of course. But equally rewarding if you’re the type of person who loves making a real difference.
We’ve got a great opportunity to join the Quality team as a Front-Line Manager. If you love coaching, developing and delivering excellent customer service then this is the role for you! The core role of our Leaders is to deliver the very best performance through their people by keeping our Purpose, Strategic Aims and Values & Behaviours at the heart of all they do whilst developing their team with stretching goals to build capability and ambition. This 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 job, you'll be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be monthly in Leeds, Gosforth or Glasgow. If your application is successful, your hiring manager will provide further details on how this works. 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.
The Extras You’ll Get:
- 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
What You’ll Be Doing:
You’ll be responsible for managing team performance through customer-focused measures, ensuring every interaction delivers the heartfelt service we pride ourselves on. With an insatiable curiosity, you’ll continuously seek opportunities to improve, supporting individuals to take ownership of their own development. Through effective coaching and guidance, you’ll enable your team to achieve their targets, deliver their very best, and drive operational excellence. Working collaboratively across the wider department and with external stakeholders, you’ll help create a seamless and positive experience for customers. You’ll also support your team in handling complaints, taking ownership where needed to resolve conflict and secure the right outcome. Alongside this, you’ll ensure all activity is compliant with risk and regulatory requirements, while fostering a positive, connected team culture that celebrates success and encourages a professional, high-performing environment.
About You:
The minimum requirements for this role are:
- Recent coaching experience to help ensure development of team and promotion of a positive working environment
- Experience reviewing management information and escalating where relevant
- Experience dealing with vulnerable customers within the financial services industry
- An ability to plan workload for your team as well as be reactive to ad hoc challenges
- An understanding of policy and procedures within Financial Care and Specialist Support
- Knowledge of the regulatory environment as applicable to Financial Services regulatory SLA’s etc
Our Customer First Behaviours:
- 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
Front-Line Quality Team Manager (Hybrid) in Newcastle upon Tyne employer: Nationwide
At Nationwide, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and development. With hybrid working options, competitive benefits including private medical insurance and a strong pension plan, and a commitment to coaching and career progression, our Front-Line Quality Team Managers play a vital role in making a real difference in customers' lives while enjoying a fulfilling and rewarding career. Join us in Newcastle, Leeds, or Glasgow, where you can thrive in a collaborative environment that celebrates success and encourages personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Front-Line Quality Team Manager (Hybrid) in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to current employees at Nationwide through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for your application process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by practising common questions related to coaching and customer service. Think about how you can showcase your experience with vulnerable customers and your ability to drive team performance. We want to see your passion shine through!
✨Tip Number 3
Showcase your leadership style! During interviews, share specific examples of how you've developed teams and improved customer service. Highlight your insatiable curiosity and commitment to continuous improvement – that’s what we love to see!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and contributing to our mission of delivering heartfelt service.
We think you need these skills to ace Front-Line Quality Team Manager (Hybrid) in Newcastle upon Tyne
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your experiences and how they relate to the role. Authenticity goes a long way!
Tailor Your Application:Make sure to customise your application for the Front-Line Quality Team Manager role. Highlight your coaching experience and any relevant skills that align with our customer-first behaviours. Show us why you’re the perfect fit!
Show Your Passion:We love candidates who are genuinely excited about making a difference in customers' lives. Share examples of how you've gone above and beyond in previous roles to support customers, especially those facing challenges.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure it gets to the right people. Plus, you’ll find all the details you need about the role and our company culture there.
How to prepare for a job interview at Nationwide
✨Know Your Stuff
Before the interview, make sure you understand the role of a Front-Line Quality Team Manager. Familiarise yourself with the key responsibilities, especially around coaching and developing your team. Research the company’s values and how they align with your own approach to customer service.
✨Showcase Your Coaching Skills
Be prepared to discuss your recent coaching experiences. Think of specific examples where you've helped team members improve their performance or resolve conflicts. Highlight how you foster a positive working environment and encourage personal development.
✨Empathy is Key
Since this role involves dealing with vulnerable customers, be ready to demonstrate your ability to empathise. Share stories that illustrate how you’ve stepped into customers' shoes and provided heartfelt service, ensuring their needs are at the forefront of your decision-making.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle complaints. Prepare scenarios where you successfully navigated challenges, focusing on your thought process and the outcomes. This will show your capability in driving operational excellence while maintaining compliance.
