Flow Leader Specialist in Northampton

We have an exciting opportunity within our Account Opening Team in Business Operations, which is part of Business Banking. If you're passionate about providing great service, and willing to do what it takes to deliver for our customers, please read on to find out more about our role.

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 Northampton office. If you are aligned to our Glasgow hub (as this is your nearest location), there will be a need to regularly connect with colleagues for collaboration events. This is anticipated to be weekly in Glasgow. If your application is successful, your hiring manager will provide further details on how this works.

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. 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.

As a Flow Leader Specialist, you’ll deliver an exceptional customer experience to our customers. You’ll manage high risk and/or complex queries and ensure risk compliance, internal processes and external regulations are met whilst delivering quality support. By tracking, maintaining, and improving the day-to-day workflow of your team you’ll ensure we meet, and exceed, quality, performance, and productivity targets. It will be important to ensure you are working in line with policy and regulatory requirements to ensure our key controls are always maintained. Additionally, you’ll resolve all queries to a satisfactory conclusion and escalate issues to Front Line Managers (FLM) when necessary. You’ll also be responsible for proactively seeking ideas to improve work and reduce cost through continuous improvement.

As a minimum you’ll have:

• Knowledge and experience of the Account Opening processes within Business Operations
• An exceptional customer service ethic to ensure the team focus on excellent customer outcomes
• Experience of delivering work to meet appropriate key performance indicators (customer focused) in an operations environment
• The ability to ensure adherence to the 'one best way' process and quality control using operational excellence tools and techniques
• Experience of continuous improvement initiatives
• Strong analysis and problem-solving skills
• Practical knowledge of the regulatory environment as applicable to Financial Services regulatory SLA's etc
• The ability to build relationships with Relationship Managers to deliver for our customers
• Great attention to detail to ensure that our quality is second to none

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.

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata
• 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

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.