Contact Centre Team Manager

Nationwide; Glasgow; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Private medical insurance

Annual bonus

Hybrid working

Life assurance

Pension scheme

Job summary

Nationwide in Glasgow is seeking a Contact Centre Team Manager to lead a team delivering excellent service to business customers. You will balance customer experience, colleague engagement and risk management, ensuring decisions align with policy and regulation.

The role sits in Business Direct within Nationwide's Business Banking and involves hybrid working with 2+ days in the Glasgow or Northampton office. You’ll drive coaching, quality, and performance to support sustainable growth.

Qualifications

• Proven people‑management experience within a contact centre or customer‑facing operational environment.
• Demonstrable experience of leading performance, quality, and absence management in a regulated setting.
• Strong ability to engage, develop, and motivate colleagues to deliver great customer outcomes.
• Experience of using data and insight to manage performance, demand, and continuous improvement.

Responsibilities

• Lead, motivate, and support your team to deliver great customer outcomes while meeting performance and regulatory standards.
• Use insight and data to understand demand, improve ways of working, and remove friction for customers and colleagues.
• Develop your people through quality conversations, feedback, and training.

Skills

People management

Customer service leadership

Performance management

Regulatory/compliance awareness

Job description

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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Glasgow or Northampton 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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

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.

Disability Confident

We’renot just guided bydata,we’redriven by the real experiences of our people.We’rea Disability Confident Level 3 Leader, the highest level.

That’swhywe’reconstantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs,we’rehere to support you.If you need anyadditionalsupport throughout your application journey, email our team at Recruitment Support .

What you’ll be doing

On a typical day, you’ll lead, motivate, and support your team to deliver great customer outcomes while meeting performance and regulatory standards. You’ll use insight and data to understand demand, improve ways of working, and remove friction for both customers and colleagues. You’ll spend time developing your people through quality conversations, feedback, and training ensuring risk, controls, and customer focus are embedded in everything the team does. You’ll also work closely with peers and stakeholders across Business Banking to support change, continuous improvement, and operational resilience.

About you

You’ll bring the following essential skills and experience:

• Proven people‑management experience within a contact centre or customer‑facing operational environment
• Demonstrable experience of leading performance, quality, and absence management in a regulated setting
• Strong ability to engage, develop, and motivate colleagues to deliver great customer outcomes
• Experience of using data and insight to manage performance, demand, and continuous improvement
• Clear, confident communication skills with the ability to influence and build effective relationships

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.

Job Info

• Job Identification 5329
• Apply Before 10/11/2026, 10:55 PM
• Locations 2-4 RoyalExchange Square, Glasgow, G1 3AB, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB