Team Manager

Description This; Glasgow; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual bonus

Training & development

Salary sacrifice scheme

Life assurance

Wellhub health & wellness

Volunteer days

Job summary

Nationwide is recruiting a Team Manager for the Heritage Virgin Money (hVM) Complaints Teams in Customer Resolutions. You will lead and develop a team of complaint handlers, driving performance and service levels while building strong relationships and delivering business improvements.

The role is hybrid with a 35-hour week, based at a regional office with potential office-days across the UK. You’ll enable teams to meet goals and contribute to a modern mutual.

Qualifications

• Experience in a complaints operation and knowledge of customer service processes.
• Proven people management skills with coaching and performance review abilities.
• Strong planning, prioritisation and workload management to balance demand and resources.
• Analytical mindset to interpret trends and identify improvement opportunities.

Responsibilities

• Lead and develop a team of complaint handlers to deliver targets and service levels.
• Build strong relationships across teams and drive business improvements in Customer Resolutions.
• Plan, organise and prioritise workloads, monitor absence and conduct issues as required.
• Provide early insights, trends and root cause analysis to mitigate issues and improve outcomes.

Skills

Complaints handling

People management

Coaching

Resource planning

Analytical skills

Job description

We’re recruiting for a Team Manager to join the Heritage Virgin Money (hVM) Complaints Teams in Customer Resolutions. This role sits within our Complaints Team, specifically handling hVM complaints. Applicants should have relevant experience or a strong understanding of complaints to ensure they can effectively support and lead their teams.

At Nationwide we put our 15 million customers at the centre of every decision we make as a business. Every role, no matter what it’s doing, is customer focused. In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to stop issues happening again. We’re a specialist area focused on resolving complaints, remediating incidents and operating customer data processes.

In your role as Team Manager, you’ll be part of a team responsible for the management, development and coaching of team members to enable them to operate to their full potential, effectively achieve the goals of their role and contribute to the Nationwide blueprint for a modern mutual.

Delivering optimum team performance, utilising people management tools available, proactive coaching and 1-2-1/team development are all part of the role. You’ll be required to build strong relationships whilst driving business improvements to sustain an ongoing and highly efficient and compliant operation.

The working hours (35 per week) for this role can be worked between 8am-6pm, Monday to Friday.

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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

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 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.

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.

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

What you’ll be doing

Your day-to-day duties will include leading and developing a team of complaint handlers, enabling them to operate to their full potential whilst delivering optimum team performance and service levels in complaints provision. Additionally, you’ll need to build strong relationships, drive business improvements and be responsible for planning, organising, prioritising and managing workloads.

You’ll need to manage absence and conduct and capability issues in an accurate and timely manner whilst identifying and acting upon any areas of improvement that would reduce complaint volumes or improve the customer experience.

Part of your role will include the provision of early insight/trends and root cause analysis across all spectrums within Customer Resolutions and Complaints in order to mitigate further issues.

About you

The minimum requirements for the role are:

• Experience working in a complaints operation
• Proven people skills to lead, agree and review employee performance objectives, providing coaching, training,manage absence, conduct and capability issues,challenge and support
• Experience of managing and organising team resource, planning and using both individual and team time effectively, balancing complaint volumes (peaks and troughs) with essential/mandatory activity
• A proactive coach, who can identify individual employee needs and address them formally and informally to develop the right skills and behaviours
• Strong time management, planning, forecasting and organisational skills, at both an individual and team level, including the ability to manage personal workload to support multiple complaints within prescribed timescales alongside supporting handlers

Strong analytical skills that can help shape and drive change and efficiencies across our deliverables

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.

The hiring manager for this role is Joyce Watret, and the main recruitment contact is Amy Baxter.

Job Info

• Job Identification 5380
• Apply Before 10/11/2026, 10:55 PM
• Locations 177 Bothwell Street, Glasgow, G2 7ER, GB Belfast City Hall, Belfast, Antrim, BT1 5AG, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 21 High Street, Birmingham, West Midlands, B4 7SL, GB 47/49 Queen Street, Cardiff, CF10 2AS, GB 1 Gorse Stacks, Chester, CH1 3EQ, GB 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB 83 George Street, Edinburgh, EH2 3ES, GB 94 Briggate, Leeds, LS1 6NP, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB 28 King Street, Maidstone, ME14 1DA, GB 2 Spring Gardens, Manchester, M2 1EE, GB Jubilee House, Newcastle, NE3 4PL, GB 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB Nationwide House, Swindon, Wiltshire, SN38 1NW, GB 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, GB 7/11 Montague Street, Worthing, BN11 3AX, GB