Northampton, United KingdomWakefield, United Kingdom
We’re recruiting for a Mobilisation Team Manager to join the Remediation Operations Mobilisation Team in Customer Resolutions.
At Nationwide we put our 15 million customers at the centre of every decision we make. 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.
What you’ll be doing
Your day‑to‑day duties will include leading and developing a team of consultants in our mobilisation team, enabling them to operate to their full potential whilst delivering optimum team performance and service levels in the customer remediations operations mobilisation team. 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 be able to provide constructive challenge and be confident in sharing ideas to ensure that the processes we create for the wider operations team are fit for purpose and provide a good colleague and customer journey.
You’ll need to manage absence as well as 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.
About you
- Previous experience in business readiness activities/mobilisation (including supporting on process creation, reviewing operational support guides, liaising with a range of departments such as training, project teams and risk and controls)
- Experience of managing and organising team resource, productivity and behaviours, planning and using both individual and team time effectively
- Experience of coaching, training and managing absence as well as managing conduct and capability issues – be able to identify individual employee needs and address them formally and informally to develop the right skills and behaviours
- The ability to investigate underlying issues and apply structured root cause analysis to achieve quality metrics
- Identifying process improvements to create efficiencies and deliver a memorable customer experience
- Time management, forecasting and organisational skills, at both an individual and team level
- Analytical skills that can help shape and drive change
The extras you’ll get
- 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
Job Info
- Job Identification 3532
- Apply Before 06/03/2026, 10:55 PM
- Locations 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB Nationwide House, Swindon, Wiltshire, SN38 1NW, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB
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