Team Manager

What You'll Be Doing

As a Team Manager within Financial Care, you'll lead a team of up to 15 colleagues, supporting them to deliver positive outcomes for customers experiencing financial difficulty. You'll balance customer outcomes, operational performance and colleague engagement, ensuring your team delivers the high standards of service, quality and compliance expected within a regulated environment.

In this role, you'll lead a team of Telephony Customer Support Associates within our Financial Care operation, providing coaching, guidance and support to help them succeed. You'll manage team performance through a range of customer, quality and operational measures, using data and insight to identify trends, drive continuous improvement and enhance both colleague and customer experiences.

You'll play a key role in supporting customers experiencing financial difficulty by ensuring your team delivers empathetic, effective and compliant service. You'll also take ownership of customer escalations and complaints, working towards positive outcomes while maintaining regulatory standards. Alongside this, you'll collaborate with stakeholders across the wider business to achieve shared objectives, ensure all activity is conducted in line with risk, compliance and regulatory requirements, and foster a positive, inclusive team culture where colleagues feel valued, engaged and able to perform at their best.

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.