Operations Excellence Coach – Business Contact Centre
Glasgow, United Kingdom
As an Operations Excellence Coach, you’ll play a key role in improving performance and customer outcomes across our Business Banking Contact Centre. Working closely with leaders and frontline colleagues, you’ll deliver high-quality coaching, identify capability gaps and embed simple, consistent ways of working. Using insight from customer interactions, quality frameworks and performance data, you’ll turn observation into meaningful improvement. If you’re passionate about developing people and delivering brilliant customer experiences, this is a role where you can make a real difference.
This role sits within Business Banking, supporting our Contact Centre teams to deliver consistently strong customer outcomes for our customers.
As part of our Operational Excellence function, you’ll focus on raising capability, improving performance and embedding a shared standard of excellence. You’ll work alongside Team Managers and frontline colleagues, observing customer interactions and providing targeted coaching that builds confidence, consistency and performance.
You’ll play an important role in helping us create simpler ways of working, clearer expectations and more consistent experiences for our customers.
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 parttime you’ll spend 40% of your working time, based at our Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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 these locations are where we are primarily looking to fill the role, if you’re 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.
Uncompromisingly Customer, whatever our role
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
- 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
What you’ll be doing
You’ll work closely with Team Managers and frontline colleagues to observe live and recorded customer interactions, delivering in-the-moment coaching that improves capability and confidence. You’ll use insight from quality reviews, performance data and customer feedback to identify trends and translate them into clear, practical development actions.
You’ll support leaders in embedding effective leadership routines that create clarity and accountability, while helping to ensure colleagues understand what great looks like and how to deliver it. A key part of your role will be supporting the consistent application of The Standard, helping to drive better customer outcomes and overall performance.
About you
- Experience coaching colleagues in a contact centre or customer operations environment
- Strong understanding of customer service standards, quality frameworks and performance metrics
- Ability to use data and insight to identify trends and drive improvement
- Experience working with leaders to improve team performance and capability
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.
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