At a Glance
- Tasks: Lead a team to ensure top-notch quality in customer care and drive continuous improvement.
- Company: Join Nationwide, a leading financial services provider with a strong commitment to customer satisfaction.
- Benefits: Enjoy private medical insurance, a competitive pension, and generous annual bonuses.
- Other info: Hybrid working model with opportunities for professional development and volunteering.
- Why this job: Be a key player in delivering exceptional customer experiences and making a real impact.
- Qualifications: Experience in quality checking, coaching, and a passion for customer service.
The predicted salary is between 40000 - 50000 € per year.
This is an exciting opportunity to join Customer Care as a Quality Manager, where you’ll play a pivotal role in delivering our Simply Brilliant Experience to customers when they need us most. As a key Brand Ambassador, you’ll embody our Customer First behaviours, supporting colleagues to achieve the right outcomes first time, every time.
You will take accountability for the effective delivery and adherence to the Quality & Competence (Q&C) Competency Framework, ensuring consistently high standards across Customer Care. You’ll lead and supervise a team of Quality Checkers, driving performance, compliance and continuous improvement, while contributing to the overall success of NBS through the implementation of best practice within the framework.
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.
If your application is successful, your hiring manager will provide further details on how this works.
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:
Working closely with Customer Care Quality Checkers, you will provide oversight, coaching and ongoing development to ensure consistently high standards are achieved. You will support the training and development of colleagues as they begin or progress in delivering support across multiple products, ensuring they have the knowledge, skills and understanding of associated processes, procedures and standards.
A key focus of the role is embedding a “right first time” mindset, while also supporting colleagues to resolve issues effectively where outcomes have not met expectations. You will collaborate with Quality Checkers to share best practice, provide subject matter expertise and drive continuous improvement, while also contributing to enhancements of the Q&C Framework.
Ensuring all activity aligns with the Bank’s regulatory, legal and operational requirements, you will maintain a strong focus on customer outcomes, taking a risk‑based approach and identifying themes or systemic issues to inform improvements. You will oversee customer interactions to ensure appropriate action is taken, support vulnerable customers effectively and champion enhancements to customer journeys. Additionally, you will drive accurate record keeping and data quality, supporting Customer Care in delivering an exceptional, needs‑based customer experience.
About you:
- Experience in quality checking training and coaching at an operational level, whilst having provided effective feedback to colleagues in relation to customer outcomes
- Excellent verbal and written communication skills; the ability to listen, understand and respond professionally, anticipating customer and colleague needs
- A passion for providing an exceptional customer journey
- Working knowledge of Bank services, products, processes, and procedures
- Experience of delivering work to meet appropriate key performance indicators (customer focused) in an operations environment and ability to analyse and present Management Information for operational and management use
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.
Quality Manager in Newcastle upon Tyne employer: Nationwide
At Nationwide, we pride ourselves on being an exceptional employer, offering a supportive and collaborative work culture that prioritises employee growth and well-being. As a Quality Manager, you will benefit from hybrid working arrangements, access to private medical insurance, a competitive pension scheme, and opportunities for professional development, all while contributing to our mission of delivering a Simply Brilliant Experience for our customers. Join us in a role where your expertise will be valued, and enjoy the unique advantage of working within a dynamic team dedicated to continuous improvement and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Manager in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to current employees at Nationwide or Virgin Money on LinkedIn. Ask them about their experiences and any tips they might have for landing the Quality Manager role. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by practising common questions related to quality management and customer care. Think about how you can showcase your experience in coaching and developing teams, as well as your passion for delivering exceptional customer journeys. We want to see your personality shine through!
✨Tip Number 3
Showcase your knowledge of the Q&C Competency Framework during interviews. Be ready to discuss how you've implemented best practices in previous roles and how you can contribute to continuous improvement at Nationwide. This will demonstrate your commitment to high standards.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and are familiar with our processes. Let’s get you that Quality Manager position!
We think you need these skills to ace Quality Manager in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Quality Manager role. Highlight your experience in quality checking, coaching, and customer service, showing how you embody our Customer First behaviours.
Showcase Your Communication Skills:Since excellent verbal and written communication is key for this role, use clear and concise language in your application. Give examples of how you've effectively communicated with colleagues and customers in the past.
Demonstrate Your Passion for Improvement:We love candidates who push for better! Share specific instances where you've driven continuous improvement or challenged the status quo in your previous roles. This will show us you're a great fit for our team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Nationwide.
How to prepare for a job interview at Nationwide
✨Know the Company Inside Out
Before your interview, make sure you research Nationwide and Virgin Money thoroughly. Understand their values, especially the 'Customer First' behaviours, and think about how your experience aligns with their mission to deliver a Simply Brilliant Experience.
✨Showcase Your Coaching Skills
As a Quality Manager, you'll be leading a team of Quality Checkers. Be prepared to discuss your previous experiences in coaching and training others. Share specific examples of how you've helped colleagues improve their performance and achieve high standards.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle customer interactions. Think of scenarios where you had to resolve issues or improve processes, and be ready to explain your thought process and the outcomes.
✨Emphasise Continuous Improvement
Demonstrate your commitment to continuous improvement by discussing any initiatives you've led or been part of. Highlight how you've used feedback to drive change and enhance customer journeys, aligning with the role's focus on best practices within the Q&C Framework.
