Description Our Specialist Support Team (SST) are essential in supporting customers when they really need it. We look after customers with complex needs, such as serious mental health challenges or multiple vulnerabilities, who may struggle to manage their everyday banking. In this role, you’ll provide compassionate, tailored support through both telephony and back-office channels. Our team speak to customer’s day in, day out, getting to know their personal circumstances and finances, whilst at the same time looking for solutions and offering advice. The performance coach role is critical in supporting our SST teams by analysing trends, identifying opportunities and creating coaching methods to support, nurture and develop our people in delivering the right outcomes for our customers. 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. This is anticipated to be weekly in Gosforth, Leeds or Glasgow. 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. 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. Responsibilities What you’ll be doing In this role you will be responsible for leading on a variety of development activities, with a focus on building colleague capability ensuring individuals, teams and people leaders can contribute to team goals and undertake their roles competently. The successful candidate will demonstrate delivery of a variety of coaching solutions aligned with strategic aims and has extensive experience in root cause analysis, effective coaching models and techniques designed to meet the business needs. Reporting to the Operations Manager, you will work as part of the wider Leadership Team within Customer Support. You will be accountable for providing effective coaching and support solutions across Customer Support meeting both ongoing and ad hoc requirements. About you The minimum requirements for the role are: Recent coaching skills to help ensure development of team and promotion of positive working environment Confident influencing skills (both verbally and in writing) The ability to own your own time effectively to devote maximum time to coaching activities. The ability to identify opportunities for continuous improvement Experience reviewing management information and identifying trends. Knowledge of the regulatory environment as applicable to Financial Services regulatory SLA’s etc An understanding of policy and procedures within Financial Care and Specialist Support 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 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 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 Lisa Gilmour, and the main recruitment contact is Jemma Ives.