Flow Leader in Glasgow

It’s an exciting time to be joining the In Life Services Team in Mortgage Operations as we prepare to transform our team into one that is ready to meet the challenges of the future. Across Mortgage Operations, we support customers throughout their mortgage journey, from start to finish. We deal with a huge variety of tasks and calls 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. As the first point of escalation for the team, you will deal with complex cases and support complaint resolution to ensure the daily targets for the team continue to be achieved. This is a 6 month second‑ment opportunity. For this job you'll be located at our Glasgow hub. There will be a need to regularly connect with colleagues for collaboration events, anticipated twice a week in Glasgow.

Responsibilities

• Maintain and improve day‑to‑day workflow performance and balance work between colleagues, ensuring utilisation remains high.
• Plan short‑to‑medium‑term activities to ensure the team delivers and owns its processes, keeping standard operation processes up‑to‑date.
• Deal with local issues and escalations to a Front‑Line Manager when necessary.
• Support team tasks such as mailbox management and quality checks, and promote a Continuous Improvement culture to increase operational effectiveness.
• Support and deliver training to ensure the team has the right skills.
• Review productivity results and provide oversight to Front‑Line Managers, developing and managing relationships with key stakeholders relevant to the team.
• Resolve all queries to a satisfactory conclusion and escalations to the Front‑Line Manager when necessary.
• Maintain and improve day‑to‑day telephony performance, meeting and exceeding quality, performance, and productivity targets in line with policy and regulatory requirements, ensuring key controls are maintained.

Qualifications

• Detailed knowledge of Clydesdale processes and Mortgage Activities.
• Knowledge and confidence with providing feedback where necessary.
• Experience of working in a Customer Service background within Mortgages.
• 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).
• Ability to deliver high‑quality work in line with Clydesdale policy and regulatory requirements.
• Understanding and demonstrating borrower‑first behaviours: empathy, honesty, continuous improvement, and accountability for delivering outstanding customer outcomes.

Benefits

• 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.