Flow Manager

An exciting opportunity exists as a Flow Manager within our Small Business Financial Care Team (SBFCT). We’re looking for a self-motivated, enthusiastic individual who is ready to make a real difference. 

The Flow Manager is a vital role within SBFCT, leading a team of Relationship Managers and Customer Support Associates to support in providing the best service possible to our customers in their times of need. SBFCT are essential in supporting customers when they really need it. 

Acting as a role model for our vision and values, you’ll share best practice on good customer outcomes within your team, always looking to deepen relationships with members and build trust. 

This is a 24 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. As you'll be 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. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. 

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.
 
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Responsibilities

What you’ll be doing

In this role, you will be effectively managing the performance of a team of Relationship Managers and Customer Support Associates, ensuring high standards of performance focused on customer outcomes, behaviours, service delivery, and the successful achievement of results and goals. Coaching and developing team members to maximise performance, achieve targets, deliver excellent customer service, and drive operational excellence. Using all available data and management information to support effective workflow management, maintain robust controls, and monitor both team and individual quality assurance findings to identify trends and opportunities for improvement.

Striving for operational excellence by identifying and implementing continuous improvement initiatives, while supporting key projects as required. Identifying, assessing, and resolving issues to ensure the delivery of a high-quality, efficient, and customer-centric service. Holding a delegated mandate where appropriate and applying experience and judgement to support and approve solutions for business customers, while proactively highlighting themes and areas for improvement to enhance overall performance and customer outcomes.

 

About you

The minimum requirements for the role are:

• A Business Banking background and understanding of the complexities of different business entities
• A track record of running an effective and efficient operational team, promoting innovation, building resilience, and having an agile and dynamic approach to change
• Proven coaching skills to help ensure development of your team and promotion of a positive working environment
• Experience providing first class levels of service to our customers, supporting them through financial difficulties
• Understanding and meeting the needs of customers who are vulnerable and ensuring team focus is on the customer outcomes in all aspects
• Ability to collaborate and build relationships across other areas, with effective written and verbal communication skills
• Demonstrated ability to thrive under pressure with a strong drive to achieve success

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.

Qualifications

The extras you’ll get

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

• 25 days holiday, pro rata

• 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

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level. 

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support. 

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The hiring manager for this role is Susan Kerr, and the main recruitment contact is Jemma Ives.