At a Glance
- Tasks: Lead and develop a team to enhance customer resolutions and improve service levels.
- Company: Join Nationwide, a customer-focused company with 15 million satisfied customers.
- Benefits: Enjoy private medical insurance, competitive pension, performance bonuses, and wellness options.
- Other info: Access to training, development opportunities, and up to 2 days of paid volunteering.
- Why this job: Make a real difference by improving customer experiences and driving team success.
- Qualifications: Experience in team management, process improvement, and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
We’re recruiting for a Mobilisation Team Manager to join the Remediation Operations Mobilisation Team in Customer Resolutions. At Nationwide we put our 15 million customers at the centre of every decision we make. Every role, no matter what it’s doing, is customer focused. In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to stop issues happening again.
What you’ll be doing
- Leading and developing a team of consultants in our mobilisation team, enabling them to operate to their full potential whilst delivering optimum team performance and service levels.
- Building strong relationships, driving business improvements and being responsible for planning, organising, prioritising and managing workloads.
- Providing constructive challenge and sharing ideas to ensure that the processes created for the wider operations team are fit for purpose and provide a good colleague and customer journey.
- Managing absence as well as conduct and capability issues in an accurate and timely manner whilst identifying and acting upon any areas of improvement that would reduce complaint volumes or improve the customer experience.
About you
- Previous experience in business readiness activities/mobilisation (including supporting on process creation, reviewing operational support guides, liaising with a range of departments such as training, project teams and risk and controls).
- Experience of managing and organising team resource, productivity and behaviours, planning and using both individual and team time effectively.
- Experience of coaching, training and managing absence as well as managing conduct and capability issues – able to identify individual employee needs and address them formally and informally to develop the right skills and behaviours.
- The ability to investigate underlying issues and apply structured root cause analysis to achieve quality metrics.
- Identifying process improvements to create efficiencies and deliver a memorable customer experience.
- Time management, forecasting and organisational skills, at both an individual and team level.
- Analytical skills that can help shape and drive change.
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.
Team Manager employer: Nationwide
At Nationwide, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee development and customer satisfaction. As a Team Manager in our Mobilisation Team, you'll benefit from competitive perks such as private medical insurance, a robust pension scheme, and opportunities for career progression, all while working in a collaborative environment that values your contributions to enhancing the customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Team Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to team management and customer resolutions. We recommend role-playing with a friend to boost your confidence!
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you’ve developed teams or improved processes. This will help you stand out as a candidate who can drive business improvements.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Team Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Team Manager role. Highlight your experience in business readiness and team management, as these are key aspects of the job. We want to see how your skills align with what we’re looking for!
Showcase Your Leadership Skills:In your application, don’t shy away from sharing examples of how you’ve led teams and improved performance. We love to see candidates who can demonstrate their ability to coach and develop others, so let that shine through!
Be Customer-Focused:Since this role is all about putting customers at the centre, make sure to include any relevant experiences where you’ve enhanced customer experiences or resolved issues effectively. We’re all about learning from insights to improve, so show us your customer-centric mindset!
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, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Nationwide
✨Know Your Customer Focus
Since the role is all about putting customers at the centre, make sure you can share examples of how you've prioritised customer needs in your previous roles. Think about specific situations where your actions led to improved customer experiences.
✨Showcase Your Leadership Skills
As a Team Manager, you'll be leading a team of consultants. Prepare to discuss your leadership style and provide examples of how you've developed team members in the past. Highlight any coaching or training experiences that demonstrate your ability to enhance team performance.
✨Be Ready to Discuss Process Improvements
The job requires identifying process improvements, so come prepared with examples of how you've successfully implemented changes in previous roles. Be ready to explain the impact these changes had on efficiency and customer satisfaction.
✨Demonstrate Your Analytical Skills
Analytical skills are key for this position. Prepare to discuss how you've used data to drive decisions or solve problems in the past. Think about specific metrics you’ve tracked and how they influenced your team's performance or customer outcomes.
