Job description
Our Specialist Support Team are essential in supporting customers when they really need it. We look after our customers with complex needs, such as serious mental health challenges or multiple vulnerabilities, who may struggle to manage their everyday banking. In this role, you’ll provide compassionate, tailored support through both telephony and back-office channels. Our team speak to customer’s day in day out, getting to know their personal circumstances and finances, whilst at the same time they’ll be looking for solutions and offering advice.
We’ve got a great opportunity to join the team as an Operations Support Manager (OSM). The OSM will report to the Operations Manager within Customer Support and will play a key role in supporting end-to-end service delivery. This includes helping to manage workflow across telephony and back-office workstreams, working closely with the Operations Manager to deliver consistent, excellent customer service through delivering “The Standard” approach.
We are happy to consider flexible working approaches to help you perform at your best.
The working hours (per week) for this role can be between 28 and 35 hours.
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.
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
25 days holiday, pro rata
Access to 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.
What to do next
If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
The hiring manager for this role is Lisa Gilmour, and the main recruitment contact is Jemma Ives.
What you’ll be doing
You’ll support resourcing and workforce management requirements, ensuring plans meet both business and customer needs, while liaising with relevant resourcing teams.
You will also be responsible for ensuring accurate reporting is in place, including analysing trends to inform decision-making.
You’ll lead with curiosity and a strong focus on continuous improvement, working with peers to deliver effective processes and supporting the department through change. The role involves coaching and developing your team to achieve targets, perform at their best and deliver operational excellence, while working collaboratively with the team, the wider department and external stakeholders to provide a brilliant customer experience.
Alongside this, you’ll create a positive team culture that celebrates strong results and encourages a connected, professional approach.
About you
The minimum requirements for the role are:
- Recent experience within a management or leadership role
Detailed knowledge of processes and operational activities
Experience in delivering improvements in capability – both for individuals and teams.
Track record of helping to deliver significant change
- Experience dealing with vulnerable customers within the financial services industry
- Training and coaching at operational level
- Knowledge of the regulatory environment as applicable to Financial Services regulatory SLA’s, etc
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.