Team Leader

As a Team Leader, you will be responsible for leading, coaching and inspiring a diverse team of talented colleagues, creating an environment where high performance, collaboration and inclusion can thrive. You will embed The Standard in every customer interaction, ensuring customers receive a seamless right-first-time experience while fostering a culture where the Simply Brilliant Experience becomes second nature. A key part of the role will involve supporting colleague wellbeing, ensuring appropriate support mechanisms are in place and creating a positive and engaging team environment.

You will monitor team performance and customer outcomes, identifying training needs and development opportunities to drive continuous improvement and individual growth. Through clear objectives, regular coaching and ongoing support, you will help colleagues achieve both personal and team success. In addition, you will maintain accurate people management records and tools, including SharePoint and People Cloud, ensuring all information is kept up to date.

The role also requires you to champion continuous improvement initiatives that enhance operational efficiency and customer satisfaction, while providing expert guidance, technical support and leadership to your team.

The minimum requirements for the role are:

• Proven experience in team leadership, coaching and people management

• A natural leader who demonstrates agility and adaptability, inspiring and motivating others to achieve their full potential

• Strong stakeholder management skills, with the ability to build effective relationships and influence at all levels

• Ability to engage and inspire diverse audiences (both verbally and in writing)

• Experience of delivering outstanding customer experiences and achieving positive customer outcomes

• Resilient and driven, with the ability to perform effectively in a fast-paced and changing environment

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.

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

• 25 days holiday, pro rata

• 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.

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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

We're not just guided by data, we're driven by the real experiences of our people. We're a Disability Confident Level 3 Leader, the highest level.

That's why we're constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we're here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don't be conned by a job scam.

The hiring manager for this role is Claire Jewitt, and the main recruitment contact is Jemma Ives.