Contact Centre Team Manager

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As a Contact Centre Team Manager in Business Direct, you'll lead and develop a team delivering excellent service and outcomes for our business customers. You'll balance customer experience, colleague engagement and risk management, ensuring the right decisions are made first time and in line with policy and regulation. This role plays a key part in creating Simply Brilliant Experiences for our Customers while supporting colleagues to grow and perform at their best.

This role sits within Business Direct, part of Nationwide's Business Banking area. Business Direct supports small and medium-sized business customers through a remote contact centre model, providing day-to-day servicing and lending support.

As a Contact Centre Team Manager, you'll be accountable for leading a team of colleagues who interact directly with customers, ensuring high standards of service, quality, and compliance while contributing to sustainable business growth.

The operational hours of the team are Monday to Sunday 8am-8pm and you'll need to work 1 in 4 weekends on a rotational basis.

We are happy to consider flexible working approaches to help you perform at your best.

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 Glasgow hub. There will be a need to regularly connect with colleagues for collaboration events, this is anticipated to be weekly in Glasgow. 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.