Quality Control Squad Lead – Customer Communications

Nationwide; Swindon; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

30 days holiday (pro rata)

Private medical insurance

Pension with employer contributions

Annual bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellhub health & wellness

Paid volunteering (up to 2 days)

Job summary

Nationwide is seeking a Quality Control Squad Lead for the LRM Communications team. You will lead a team of six QC Squad Managers and two Consultants, drive reviews of customer communications, and establish quality standards across the function.

The role focuses on coaching, training and embedding best practices to improve customer outcomes. You’ll shape the communications strategy, work with GCC and risk/legal teams, and foster a continuous improvement culture to deliver clear, consistent

Qualifications

• Experience leading quality control or customer communications teams.
• Strong ability to coach, train and develop others in best practices.
• Proven track record in improving standards across a function.

Responsibilities

• Lead a QC Squad to review customer communications for clarity and effectiveness.
• Coach and develop six QC Squad Managers and two Consultants.
• Shape communications strategy and embed quality standards across GCC and LRM teams.
• Collaborate with Consumer Standards and risk/legal teams to ensure consistency.

Skills

Leadership

Quality assurance

Stakeholder management

Training & coaching

Quality reviews

Job description

Nationwide is seeking a Quality Control Squad Lead for the LRM Communications team. You will lead a team of six QC Squad Managers and two Consultants, drive reviews of customer communications, and establish quality standards across the function.

The role focuses on coaching, training and embedding best practices to improve customer outcomes. You’ll shape the communications strategy, work with GCC and risk/legal teams, and foster a continuous improvement culture to deliver clear, consistent