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Delivery Lead at Nationwide Building Society -
As a Contact Centre - Team Lead (Facilities Consultant) in our Property Performance Centre, you will be a key member of the team running our branches and administrative office buildings, responsible for the day-to-day workflow and people management of our customer-facing Property Helpdesk team. You will be dealing with colleagues in our branch networks and admin offices, as well engaging with our facilities management suppliers, responding to calls and emails and logging requests for repairs and maintenance of our property estate. You will be responsible for the coaching and development of our Property Advisors, conducting regular 1-2-1s with them as well as assisting with team performance reporting.
This role is in the Property Services team within the Workplace, Property and Colleague Enablement function in Business Services, which is responsible for the operation and management of the Property Helpdesk which provides our colleagues with a one-stop shop for reporting any issues with our property estate.
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 spend two days per week, or if part time you'll spend 40% of your working time, based at our Sheffield office. If your application is successful, your hiring manager will provide further details on how this works.
What you'll be doing
You’ll oversee the customer-facing Property Helpdesk team, which deals with property queries and faults logged by our colleagues across the branch and admin estates.
You’ll be working closely with colleagues across the Property and Workplace teams to ensure we keep our property estate in the best possible condition in the interests of our colleagues, members and customers.
You’ll manage the coaching and development of the Property Helpdesk team, ensuring that they are delivering the best possible customer-first service in line with our performance targets.
You’ll also be working closely with our facilities management and maintenance supply chain colleagues to ensure the right property solutions are delivered in a timely manner.
About you
* You’ll have to have recent call centre (customer service and telephony) management experience
* Experience in managing and supporting a telephony based contact centre team.
* You'll need to be able to commit to a 1 week in 4 on-call rota to act as a Property Helpdesk Duty Manager
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:
* A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
* Up to 2 days of paid volunteering a year
* Life assurance worth 8x your salary
* A great selection of additional benefits through our salary sacrifice scheme
* Wellhub – Access to a range of free and paid options for health and wellness
* Access to an annual performance related bonus
* Access to training to help you develop and progress your career
* On-call allowance
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Financial Services and Facilities Services
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