If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

• Own performance outcomes across customer experience, customer outcomes and colleague engagement.
• Lead and develop Operations Managers who lead telephony and live chat servicing channels and Operational Excellence Operations Managers who lead coaches with responsibility for embedding customer experience standards.
• Embed a customer-first and inclusive culture creating an ‘uncompromisingly’ customer focused environment.
• You will create a high-performance culture ensuring you and your direct reports role model customer first and leadership behaviours.
• You will represent the voice of the customer and engage closely with senior stakeholders across business banking including, Business Direct, CX & Insight, Risk & Control, Conversational Banking, Forecasting & Planning and third-party service providers.
• Launch a new servicing proposition designed to enable growth and enhanced customer experiences across Small & Medium sized customers.
• Oversee resolution of complex and high-impact customer issues, complaints and escalations.

About you

As a minimum requirement, you’ll have:

• Experience leading larger scale contact centre teams across telephony and chat channels
• Successfully built high-performing and successful teams
• Demonstrable experience working telephony platforms, such as AWS (Amazon Connect), utilising the benefits servicing benefits that come with it
• Been accountable for service levels, customer experience, complaint reduction, risk & colleague engagement
• Led teams through large-scale change (technology, cultural and process)

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

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

Qualifications

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 30 days holiday, pro rata
• 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

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.