Newcastle Upon Tyne, United Kingdom Leeds, United Kingdom Glasgow, United Kingdom
Our Specialist Support Team (SST) are essential in supporting customers when they really need it. We look after 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 speaks to customers day in, day out, getting to know their personal circumstances and finances while looking for solutions and offering advice.
The performance coach role is critical in supporting our SST teams by analysing trends, identifying opportunities, and creating coaching methods to support, nurture and develop our people in delivering the right outcomes for our customers.
At Nationwide, we offer hybrid working wherever possible. We value our time in the office to solve problems, learn and feel connected. You will be located at our nearest regional hub and must regularly connect with colleagues for collaboration events in one of our office sites, anticipated to be weekly in Gosforth, Leeds or Glasgow.
What you’ll be doing
In this role you will be responsible for leading a variety of development activities, building colleague capability so that individuals, teams and people leaders can contribute to team goals and undertake their roles competently. You will deliver coaching solutions aligned with strategic aims, using root‑cause analysis and effective coaching models to meet business needs. Reporting to the Operations Manager, you will work as part of the wider Leadership Team within Customer Support, providing effective coaching and support solutions across Customer Support to meet both ongoing and ad hoc requirements.
About you
The minimum requirements for the role are:
- Recent coaching skills to develop teams and promote a positive working environment
- Confident influencing skills (both verbally and in writing)
- The ability to own your own time effectively to devote maximum time to coaching activities
- The ability to identify opportunities for continuous improvement
- Experience reviewing management information and identifying trends
- Knowledge of the regulatory environment as applicable to financial services regulatory SLAs
- An understanding of policy and procedures within Financial Care and Specialist Support
Job Info
- Job Identification 3097
- Apply Before 06/12/2026, 10:55 PM
- Locations: Newcastle, Leeds, Glasgow, Edinburgh, Birmingham, Belfast, Cardiff, Chester, Manchester, Norwich, Sheffield, Wakefield, Dunfermline, Bournemouth, Northampton, London, Swindon, Worthing
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