The posting
Job Description
Your Next Adventure Starts Here
At Nationwide, we know that financial difficulties can happen to anyone. When our customers need us most, our Financial Care Team is there to provide support, guidance and practical solutions that help them move forward.
We're looking for a Team Manager to lead a team of Customer Support Associates supporting customers experiencing financial difficulty.
This is an opportunity to lead a team within a fast-paced, customer-focused environment. You will play a key role in delivering great customer outcomes, maintaining operational excellence and creating a culture where people can succeed.
If you're an experienced leader who enjoys developing people, driving performance and making a meaningful difference for customers, we'd love to hear from you.
This role operates on a 35-hour working week, Monday to Friday, with shifts scheduled on a rotational basis between 8:00am and 7:00pm. Shift patterns will be communicated in advance.
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.
For this role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow, Gosforth or Leeds site approximately once per month. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works.
Virgin Money is now part of Nationwide
Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.
You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
Responsibilities
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.
About you
You will have:
- Demonstrated experience leading and developing teams within a financial services or regulated customer service environment, with a strong track record of coaching colleagues, driving performance improvements and fostering high levels of engagement. Able to create a positive and accountable team culture while supporting colleague development and delivering against business objectives
- Strong analytical and operational leadership skills, with the ability to interpret performance data, identify trends and translate insights into meaningful actions. Proven capability to drive continuous improvement, enhance customer and operational outcomes, and effectively manage priorities within a fast-paced environment through strong planning and organisational skills
- Experience supporting customers within Collections, Financial Care, Arrears or similar regulated environments, with a solid understanding of vulnerability and financial difficulty. Confident managing customer escalations and complaints, exercising sound judgement to achieve fair customer outcomes while ensuring compliance with regulatory, risk and conduct requirements
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:
- 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.
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.
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.
Disability Confident
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.
Apply safely with Nationwide
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