This is an exciting opportunity to join Customer Care as a Quality Manager, where you’ll play a pivotal role in delivering our Simply Brilliant Experience to customers when they need us most.
As a key Brand Ambassador, you’ll embody our Customer First behaviours, supporting colleagues to achieve the right outcomes first time, every time. You will take accountability for the effective delivery and adherence to the Quality & Competence (Q&C) Competency Framework, ensuring consistently high standards across Customer Care.
You’ll lead and supervise a team of Quality Checkers, driving performance, compliance and continuous improvement, while contributing to the overall success of NBS through the implementation of best practice within the framework.
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 hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. 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.
The extras you’ll get
* Access to 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
What you’ll be doing
Working closely with Customer Care Quality Checkers, you will provide oversight, coaching and ongoing development to ensure consistently high standards are achieved. You will support the training and development of colleagues as they begin or progress in delivering support across multiple products, ensuring they have the knowledge, skills and understanding of associated processes, procedures and standards.
A key focus of the role is embedding a “right first time” mindset, while also supporting colleagues to resolve issues effectively where outcomes have not met expectations. You will collaborate with Quality Checkers to share best practice, provide subject matter expertise and drive continuous improvement, while also contributing to enhancements of the Q&C Framework. Ensuring all activity aligns with the Bank’s regulatory, legal and operational requirements, you will maintain a strong focus on customer outcomes, taking a risk‑based approach and identifying themes or systemic issues to inform improvements.
You will oversee customer interactions to ensure appropriate action is taken, support vulnerable customers effectively and champion enhancements to customer journeys. Additionally, you will drive accurate record keeping and data quality, supporting Customer Care in delivering an exceptional, needs‑based customer experience.
About you
* Experience in quality checking training and coaching at an operational level, whilst having provided effective feedback to colleagues in relation to customer outcomes
* Excellent verbal and written communication skills; the ability to listen, understand and respond professionally, anticipating customer and colleague needs
* A passion for providing an exceptional customer journey
* Working knowledge of Bank services, products, processes, and procedures
* Experience of delivering work to meet appropriate key performance indicators (customer focused) in an operations environment and ability to analyse and present Management Information for operational and management use
* 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
Customer First behaviours
* 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
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