Nationwide
Contact Centre Operations Manager
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Contact Centre Operations Manager
We're looking for a passionate and people-focused Contact Centre Operations Manager to lead teams across our Business Banking operation. You'll be responsible for delivering excellent customer outcomes across voice and chat channels, developing high-performing teams and driving operational performance in a fast-paced environment.
Working collaboratively across the Society, you'll use insight, data and feedback to improve customer experiences, embed change and continuously enhance how we support our business customers. This is an exciting opportunity to shape the future of our operation while bringing 'The Standard' to life through your leadership every day.
Business Banking Role
Business Banking plays a vital role in supporting businesses across the UK, helping customers manage their day-to-day banking, access lending and growth opportunities, and navigate important moments throughout the lifecycle of their business. Our colleagues are passionate about delivering straightforward, human support that helps business customers succeed.
As a Business Contact Centre Operations Manager
- You'll lead a team of Team Managers responsible for delivering exceptional service and operational performance across a range of Business Banking customer journeys.
- You'll be accountable for balancing customer experience, colleague engagement, operational performance and risk management, ensuring customers receive consistent, high-quality support whenever they interact with us.
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This role has a significant impact on both customer and colleague outcomes. By developing capable leaders, fostering an inclusive and high-performing culture and driving continuous improvement, you'll help ensure we continue to deliver great outcomes for customers while supporting the growth and success of the Business Banking operation.
You'll champion ‘The Standard’, creating an environment where colleagues are encouraged to feel what customers feel, say it straight, push for better and get it done.
Through your leadership, you'll help embed these behaviours into everyday decision-making, ensuring customers receive the right outcomes while colleagues feel empowered to make a meaningful difference.
You'll also play an important role in shaping the future of the Business Banking operation, working closely with stakeholders to implement change, improve processes and deliver better outcomes for customers, colleagues and the Society.
Hybrid Working
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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at our Glasgow 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. You can also find out more about our approach to hybrid working here.
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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.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
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