Team Manager

The Multi-Skilled Team is a dynamic way of working; it demands a flexible and agile approach to our ways of working. Change will be frequent and your ability to adapt and evolve to change alongside your team will be vital to success in your role. You will be leading a team of Specialist Multi Skilled Consultants who will be supporting our members across Retail. You will lead your team through deployments across different operational areas, helping to deal with peaks and troughs in demand. You and your team will be undertaking a range of tasks supporting our members in times of need, which would include but not be limited to Economic Crime, Collections & Recoveries, Complaints, Specialist Customer Support, Remediation and Telephony. We require our leaders to be able to motivate and inspire a team of consultants and lead them through change in a fast-paced environment. You will support the team in coaching and demonstrate effective oversight in line with the business area’s training and competency development framework. We are looking for someone who can demonstrate strong leadership skills, build relationships, and have strong collaboration skills, as you’ll be working with senior leaders across the operations. You will be a team player and work with the wider team, supporting, challenging, and sharing best practice with each other to get the best out of our people and deliver consistent, fair outcomes for our members . 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 job you'll be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. 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 You will be required to lead a team of Specialist Multi Skilled Consultants, 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 1-1s 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. 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 our established competency frameworks in the area in which you are deployed, you will be required to deliver consistent and appropriate communication that ensures teams are kept fully informed and maintain competence in their roles. About you As a minimum requirement, you’ll: Have leadership experience working in a fast-paced environment, leading teams who are customer-facing Be experienced in leading remote or hybrid teams Have knowledge and experience working in the financial services industry, leading operational teams in the areas outlined above Be able to demonstrate strong leadership skills and experience 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 the ability to coach and lead your team through effective performance management techniques Have a highly professional business attitude with the ability to meet deadlines and develop creative and innovative solutions which improve our outcomes and member experience 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 Possess strong collaboration skills, since much of your success will hinge on your ability to forge and cement strong relationships. You’ll need to be a great communicator and influencer who is comfortable working with other leaders' operational support areas, as well as responding to and engaging senior stakeholders 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. 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. The hiring manager for this role is Ruby Hasan, and the main recruitment contact is Emily Short.