Operations Excellence Coach

As an Operations Excellence Coach, you’ll play a key role in improving performance and customer outcomes across our Business Banking Contact Centre.

Working closely with leaders and frontline colleagues, you’ll deliver high-quality coaching, identify capability gaps and embed simple, consistent ways of working. Using insight from customer interactions, quality frameworks and performance data, you’ll turn observation into meaningful improvement. If you're passionate about developing people and delivering brilliant customer experiences, this is a role where you can make a real difference.

This role sits within Business Banking, supporting our Contact Centre teams to deliver consistently strong customer outcomes for our customers.

As part of our Operational Excellence function, you’ll focus on raising capability, improving performance and embedding a shared standard of excellence. You’ll work alongside Team Managers and frontline colleagues, observing customer interactions and providing targeted coaching that builds confidence, consistency and performance.

You’ll play an important role in helping us create simpler ways of working, clearer expectations and more consistent experiences for our customers.

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.