Team Manager

• Experience supporting vulnerable customers
• Experience working in a collections and recoveries operational environment, supporting customers in financial difficulties, including supporting customers when they have cause to complain
• Leadership experience working in a fast-paced environment, leading customer facing teams, including remote or hybrid teams is must
• Proven ability to coach and lead your team through effective performance management techniques
• Demonstrate clear and confident communication skills to enable you to articulate the department's key strategic priorities, performance goals and objectives along with key organisational messages.
• Be positive, motivated and have an inspirational approach to getting the best out of your team, you won't be afraid to tackle difficult situations and use your leadership skills to resolve issues and grow talent on your team.
• Have knowledge and experience working in the financial services industry, ideally leading operational teams in the areas outlined above

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

You will be required to lead a team of Senior and Specialist Collector & Negotiators, who support our members in times of need. Through effective leadership and coaching you will empower your team to be their best and operate to their full potential. Through effective 1-1's and regular coaching you will create a high-performance culture to enable fair and positive member outcomes. You will lead teams in different operational areas; this could involve managing a telephony and/or administration team dependent on the area of deployment.

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:

You will be required to deliver creative communication methods, to engage your hybrid teams and find ways to create a strong team dynamic enabling trust, collaboration, and support colleague wellbeing. Things change quickly, so it's vital our teams are kept up to date with their learning through the established competency frameworks in the area in which you are deployed. You will be required to deliver consistent and appropriate communication that ensure teams are kept fully informed and maintain competence in their roles.

About you

• 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.

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.