Hybrid Quality Control Team Lead, Complaints

Nationwide Group; Northampton; Hybrid; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Private medical insurance

Competitive pension

Annual performance-related bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub – health and wellness

Volunteer days

Job summary

Nationwide is recruiting a Team Manager for the Quality Control team in the Complaints area of Customer Resolutions. You will lead and develop a team of Quality Control consultants, enabling them to perform to their potential and meet service levels.

The role emphasizes coaching, planning workloads, and delivering insights from quality checks to improve customer outcomes. This is a 6-month secondment with hybrid working across our UK offices, including Northampton, Dunfermline or Wakefield.

Qualifications

• Experience in a busy operation with quality control.
• Proven people management and coaching skills.
• Experience managing resources and planning.
• Strong time management and forecasting.
• Strong analytical skills to identify quality trends.

Responsibilities

• Lead and develop a team of Quality Control consultants.
• Drive quality checks and service levels in Complaints.
• Provide insights and root cause analysis.
• Plan, organise, prioritise workloads.
• Manage absence and conduct issues.

Skills

Quality control

People leadership

Coaching

Planning & prioritising

Analytical skills

Job description

Nationwide is recruiting a Team Manager for the Quality Control team in the Complaints area of Customer Resolutions. You will lead and develop a team of Quality Control consultants, enabling them to perform to their potential and meet service levels.

The role emphasizes coaching, planning workloads, and delivering insights from quality checks to improve customer outcomes. This is a 6-month secondment with hybrid working across our UK offices, including Northampton, Dunfermline or Wakefield.