Nationwide’s vision is to be the No 1 retail financial services provider and offering the best services to our customers is key to our success. As a People Services Team Leader, you will manage performance of a team of HR Service Administrators and Advisors delivering the day to day HR Customer Service operation to all employees and managers, ensuring a high quality service and consistent advice and support.
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 9 month fixed term vacancy you'll spend at least two days per week, based at our Swindon office. As a HR People Services Team Leader, you will be managing the delivery of Employee Lifecycle administration and transactional services in a cost effective and efficient way ensuring a positive impact on colleague experience.
Manage, measure and monitor performance levels within the team ensuring objectives are met and identifying ways of improving performance levels while pro-actively analysing and forecasting resources for the team utilising the team effectively to meet business demands
Coach and develop team members to ensure they are reaching their maximum potential and performance while promoting a culture of continuous improvement within the team aligning to our strategic objective Push for Better.
Monitor and audit all employee data entered into PeopleCloud and associated HR Systems to ensure timely, accurate and consistent data and lead the team through all process and regulatory changes maintaining high levels of customer service and experience
Manage cost efficient administration of end-to-end transactional processes and monitor the customer relationship management system to ensure compliance to process and data security
Work collaboratively with other Team Leaders across the People Services to deliver against SLA’s and project/business demands and ensure all corporate policies, standards and agreed functional processes are adhered to by all staff
Manage non-compliance customer complaints on Customer Service related issues, liaising with your Senior Manager where appropriate
Actively promote equality, diversity and inclusion within the organisation and lead your team in a manner consistent with these principles
Excellent leadership skills with the ability to drive high performance and lead the team to continuously identify and implement service and experience improvements.
Experience of customer service having built strong relationships with customers with a Customer First mindset.
Thorough understanding and knowledge of managing HR processes through a Customer Relationship Management system
Experience of managing teams to deliver against SLAs and Quality targets to achieve business objectives
Sound understanding of how a complex shared service environment operates
Knowledge of employment legislation, GDPR and complex payroll administration issues
Detailed knowledge of Nationwide HR policies and procedures
It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
~ Life assurance worth 8x your salary
~ A great selection of additional benefits through our salary sacrifice scheme
~ Access to an annual performance related bonus
~ Access to training to help you develop and progress your career
~25 days holiday, pro rata
Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.
As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.
don’t have to bank with a bank.