Job Description

As a Business Contact Centre Operations Manager You'll be responsible for delivering excellent customer outcomes across voice and chat channels, developing high-performing teams and driving operational performance in a fast-paced environment. Working collaboratively across the Society, you'll use insight, data and feedback to improve customer experiences, embed change and continuously enhance how we support our business customers. This is an exciting opportunity to shape the future of our operation while bringing The Standard to life through your leadership every day.

This role has a significant impact on both customer and colleague outcomes. By developing capable leaders, fostering an inclusive and high-performing culture and driving continuous improvement, you'll help ensure we continue to deliver great outcomes for customers while supporting the growth and success of the Business Banking operation.

Business Banking plays a vital role in supporting businesses across the UK, helping customers manage their day-to-day banking, access lending and growth opportunities, and navigate important moments throughout the lifecycle of their business. Our colleagues are passionate about delivering straightforward, human support that helps business customers succeed.

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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Northampton or Glasgow 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. You can also find out more about our approach to hybrid working here.

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 Business Contact Centre Operations Manager, you'll lead and support Team Managers responsible for delivering exceptional customer experiences across both voice and chat channels. You'll use customer insight, performance data and feedback to identify opportunities to improve service, productivity and customer outcomes, ensuring customers receive the right support through the channel that best meets their needs.

You'll work closely with teams across Business Banking and the wider Society to deliver change, embed new ways of working and drive continuous improvement. You'll create an inclusive, high-performing culture where colleagues feel valued, supported and empowered to deliver great outcomes for customers every day. Through effective leadership and coaching, you'll ensure your teams consistently balance customer experience, operational performance, quality and risk management.

About you

As a minimum for this role, you will have/be:

• Proven experience leading leaders and operational teams within a contact centre, customer service or customer operations environment.

• Experience delivering and improving customer, colleague and business performance against agreed targets and service standards.

• Demonstrable experience of coaching, developing and improving the capability of people leaders and their teams.

• Experience using performance data, customer insight and management information to drive decision-making and continuous improvement.

• Strong stakeholder management skills with experience building effective relationships across multiple teams and levels of an organisation.

• Experience leading teams through change, successfully embedding new processes, systems or ways of working.

• A track record of creating inclusive, engaged and high-performing team cultures that deliver excellent customer outcomes.

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

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.