At a Glance
- Tasks: Lead a team to deliver exceptional customer service and support financial care.
- Company: Join Nationwide, a bank that truly cares about its customers.
- Benefits: Enjoy private medical insurance, competitive pension, and performance bonuses.
- Other info: Hybrid working model with opportunities for career progression and personal development.
- 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
Quality Team Manager 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 access to competitive benefits such as private medical insurance, a strong pension scheme, and opportunities for career progression, our team members are empowered to thrive both personally and professionally. Located in vibrant cities like Newcastle, Leeds, and Glasgow, we foster collaboration through hybrid working arrangements, ensuring that every employee feels valued and connected while making a meaningful impact in the lives of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Team Manager in Newcastle upon Tyne
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of digging into what makes Nationwide tick. Understanding their values and how they support customers can help you tailor your responses and show that you're a perfect fit for the Quality Team.
✨Tip Number 2
Practice your coaching skills! Since this role is all about developing your team, think of examples from your past where you've successfully coached someone. Be ready to share these stories during your interview to demonstrate your ability to inspire and lead.
✨Tip Number 3
Show your passion for customer service! In your conversations, highlight how much you care about making a difference in customers' lives. Share specific instances where you've gone above and beyond to help someone, as this aligns perfectly with the heartfelt service Nationwide prides itself on.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team dynamics or how success is measured. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you. And remember, apply through our website for the best chance!
We think you need these skills to ace Quality Team Manager 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 in making a connection.
Tailor Your Application:Make sure to customise your application for the Quality Team Manager role. Highlight your coaching experience and any relevant skills that align with our customer-first behaviours. This shows us you’re genuinely interested and have done your homework!
Showcase Your Achievements:Don’t just list your responsibilities; share your successes! Use specific examples of how you've improved team performance or enhanced customer service in previous roles. Numbers and outcomes can really make your application stand out.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. 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 Quality Team Manager and the specific responsibilities it entails. Familiarise yourself with the company's values and customer care approach, especially how they support vulnerable customers. This will help you demonstrate your alignment with their mission during the conversation.
✨Showcase Your Coaching Skills
Since coaching is a key part of this role, prepare examples of how you've successfully developed team members in the past. Think about specific situations where your guidance led to improved performance or customer service. Be ready to discuss your coaching style and how you foster a positive working environment.
✨Emphasise Customer Focus
The company prides itself on heartfelt service, so be prepared to talk about how you prioritise customer needs. Share experiences where you’ve gone above and beyond to ensure customer satisfaction, especially in challenging situations. This will show that you truly understand the importance of empathy in financial services.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle complaints. Think through potential challenges you might encounter in the role and how you would address them. Practising these scenarios can help you articulate your thought process clearly during the interview.
