Team Leader

Nationwide

Newcastle upon Tyne

Hybrid

GBP 45,000 - 65,000

Full time

2 days ago

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Benefits offered by this job

Private medical insurance

Pension plan

Annual bonus

Training and development

Salary sacrifice scheme

Life assurance

WellHub health and wellness

Paid volunteering

Job summary

Nationwide Group, a major UK banking mutual, is seeking a Team Manager for our Credit Cards contact centre. You will lead and develop a diverse team, embed our standards in every interaction and champion customer outcomes across a hybrid UK-wide working model.

Based at Gosforth with 2 days on-site and flexible home working, you will drive wellbeing, performance and continuous improvement while ensuring accurate records and strong stakeholder collaboration.

Qualifications

Proven experience in team leadership, coaching and people management.
Strong stakeholder management skills and ability to influence at all levels.
Experience delivering outstanding customer experiences and positive outcomes.

Responsibilities

Lead, coach and inspire a diverse team to deliver high performance and inclusion.
Monitor team performance and customer outcomes; identify training needs and opportunities.
Maintain accurate people data and drive continuous improvement initiatives.

Skills

Team leadership

Coaching

People management

Stakeholder management

Communication

Customer experience

Job description

We're excited to offer an excellent opportunity to join our Contact Centre as a Team Manager within our Credit Cards team.

This is a rewarding leadership role where you will inspire, coach and develop a team of colleagues to deliver outstanding customer experiences while championing The Standard in every interaction. You will create a positive, inclusive and high-performing culture, ensuring your team consistently delivers a Simply Brilliant Experience and achieves the right outcomes for our customers and the Society.

We're looking for a self‑motivated, enthusiastic and people‑focused leader who is passionate about developing others, driving performance and creating exceptional customer outcomes. If you thrive in a fast‑paced environment and enjoy leading teams to success, we'd love to hear from you.

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 our Gosforth office. 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 .

Whilst this location is where we are primarily looking to fill the role, if you’ s an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. 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.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. If you’re a colleague on long‑term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

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.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support .

Apply safely with Nationwide

The hiring manager for this role is Claire Jewitt, and the main recruitment contact is Jemma Ives.

Banking - but fairer, more rewarding, and for the good of society

What you’ll be doing

As a Team Leader, you will be responsible for leading, coaching and inspiring a diverse team of talented colleagues, creating an environment where high performance, collaboration and inclusion can thrive. You will embed The Standard in every customer interaction, ensuring customers receive a seamless right‑first‑time experience while fostering a culture where the Simply Brilliant Experience becomes second nature. A key part of the role will involve supporting colleague wellbeing, ensuring appropriate support mechanisms are in place and creating a positive and engaging team environment.

You will monitor team performance and customer outcomes, identifying training needs and development opportunities to drive continuous improvement and individual growth. Through clear objectives, regular coaching and ongoing support, you will help colleagues achieve both personal and team success. In addition, you will maintain accurate people management records and tools, including SharePoint and People Cloud, ensuring all information is kept up to date.

The role also requires you to champion continuous improvement initiatives that enhance operational efficiency and customer satisfaction, while providing expert guidance, technical support and leadership to your team.

About you

The minimum requirements for the role are:

Proven experience in team leadership, coaching and people management
A natural leader who demonstrates agility and adaptability, inspiring and motivating others to achieve their full potential
Strong stakeholder management skills, with the ability to build effective relationships and influence at all levels
Ability to engage and inspire diverse audiences (both verbally and in writing)
Experience of delivering outstanding customer experiences and achieving positive customer outcomes
Resilient and driven, with the ability to perform effectively in a fast‑paced and changing environment

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