Hybrid Contact Centre Team Manager - Customer Outcomes

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

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.