Customer Communications Quality Lead

Description This; Swindon; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private medical insurance

A highly competitive pension

Annual performance‑related bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellhub health and wellness

Job summary

Nationwide is seeking a Quality Control Manager in Swindon/UK to lead the new QC Squad for LRM Communications. You will coach, review, and drive continuous improvement across customer communications, ensuring compliance with standards and delivering excellent customer outcomes.

You’ll work with multiple squads across credit cards, accounts, mortgages and loans to embed best practices, using behavioural science and readability tools to optimise communications and customer understanding.

Qualifications

• Experience leading customer communications and ensuring high quality standards.
• Ability to coach and develop others to build best practice in communications.
• Strong collaboration with stakeholders and subject matter experts to prioritise requirements.
• Proven ability to simplify complex information for diverse audiences.

Responsibilities

• Deliver QC reviews and coaching to ensure high-quality customer communications.
• Lead and develop QC Consultants, with potential line-management responsibilities.
• Collaborate with GCC and product squads to embed communication standards and best practices.

Skills

Communications leadership

Coaching

Stakeholder management

Attention to detail

People leadership

Tools

Readability software

Eye-tracking

Job description

Nationwide is seeking a Quality Control Manager in Swindon/UK to lead the new QC Squad for LRM Communications. You will coach, review, and drive continuous improvement across customer communications, ensuring compliance with standards and delivering excellent customer outcomes.

You’ll work with multiple squads across credit cards, accounts, mortgages and loans to embed best practices, using behavioural science and readability tools to optimise communications and customer understanding.