The Challenge
During the cost-of-living crisis, Nationwide aimed to empower Collections and Recoveries teams to make accountable decisions while ensuring fair outcomes for members. The challenge: balance decision-making freedom with the goal of 100% fair outcomes by 2024.
Our Approach
Consulted with the Executive team to define business and learning outcomes.
Designed a bespoke programme for collections, recoveries, and team leaders, aligned with Nationwide’s processes and values.
Programme blended:
Remote e-learning on the trust equation and formal models of behaviour.
Webinars on regulatory frameworks.
Instructor-led sessions on advanced problem solving and decision-making.
Formal one-hour assessment for competency.
Co-delivery with Nationwide ensured seamless integration into BAU operations.
The Results
All 380 colleagues trained and assessed over 18 months.
Programme now fully embedded into BAU delivery, ensuring sustainable long-term impact.
Organisations wanting to empower teams to make confident, accountable decisions while ensuring fair outcomes can implement a tailored, practical programme with BAU integration for lasting results.
Ready to transform your customer conversations?
Let’s design a programme tailored for your teams.
