At a Glance
- Tasks: Lead daily team performance and manage workflow to ensure superb customer outcomes.
- Company: Join Nationwide, a supportive workplace with a focus on collaboration and innovation.
- Benefits: Enjoy private medical insurance, competitive pension, bonuses, and wellness options.
- Other info: Hybrid working model with opportunities for career progression and personal development.
- Why this job: Make a real impact while developing your leadership skills in a dynamic environment.
- Qualifications: Experience in customer service and strong organisational skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
It’s an exciting time to be joining our Savings PCA and in life team within Retail Operations as we prepare to transform our team into one that is ready to meet the challenges of the future. Across Retail Operations, we support customers throughout their savings journey, from start to finish. We deal with a huge variety of tasks and always ensure we keep the customer at the core of everything we do by providing the best possible service.
The Flow Leader is responsible for managing intra‑day workflow and daily team performance. You will act as a ‘process owner’ for the tasks within your team, ensuring colleagues have clear direction on how to deliver superb outcomes for our customers. Reporting to the Flow Manager, you will be part of the wider leadership team. This is a 6 month secondment opportunity.
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 part time you’ll spend 40% of your working time, 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.
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. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
What you’ll be doing
- You will need to maintain and improve day‑to‑day workflow performance and balance work between colleagues, helping to ensure utilisation remains high.
- Short to medium term planning to ensure that you are set up to deliver and own the processes within your team, ensuring standard operation processes are up to date and maintained, will be key.
- You will also deal with local issues and escalate to a Front‑Line Manager when necessary.
- Additionally, you’ll be supporting with some team tasks, ranging from mailbox management to quality checks, and you’ll lead and promote a Continuous Improvement culture to increase operational effectiveness.
- This role also involves supporting, and in some cases delivering training, to ensure the team has the right skills to deliver.
- You may review productivity results and ensure Front Line Managers have the right oversight and develop and manage relationships with key stakeholders relevant to the team.
- A few other responsibilities will include resolving all queries to a satisfactory conclusion and escalation of issues to your Front‑Line Manager (FLM) when necessary.
- You will also maintain and improve day‑to‑day SLA performance, meeting and exceeding quality, performance, and productivity targets, and working in line with policy and regulatory requirements, ensuring key controls are maintained.
About you
- Detailed knowledge of operational processes and savings activities.
- Knowledge and confidence with providing feedback where necessary.
- Experience of working in Customer Service background within Savings.
- Previous experience of prioritising, managing, and distributing daily tasks to colleagues.
- Confidence in leading meetings and cascading outcomes to leadership (both verbally and in writing).
- The ability to deliver high quality work in line with Clydesdale policy and regulatory requirements.
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 Identification 4148. Apply Before 07/15/2026, 10:55 PM. Locations 177 Bothwell Street, Glasgow, G2 7ER, GB.
StudySmarter Expert Advice🤫
We think this is how you could land Flow Leader in Glasgow
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Description This.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Description This. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Flow Leader in Glasgow
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Description This.
How to prepare for a job interview at Description This
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Description This's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Description This offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
