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Flow Leader

Newcastle upon Tyne, England

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City/Region Newcastle upon Tyne, England Job ID 695991 Category Customer Support Contract type Fixed Term Full Time, Secondment Applications Close 2 Jun 2023 GMT Daylight Time

Business Unit: Personal – Customer Fulfilment & Servicing
Salary Range: £20,800 - £26,000 per annum DOE
Location: Gosforth/Hybrid
Contract Type: 12 Month Fixed Term Contract

Give your career some extra oomph

Join Virgin Money as we transform our team into one that is ready to meet the challenges of the future, setting us up to support our ambition to disrupt the status quo and turn traditional banking on its head. We’re on the lookout for like-minded individuals and innovators to help drive our strategy forward. We’re also transforming how we work, offering our colleagues more choice, control and flexibility to live and work how they choose with A Life More Virgin.

Here’s what it means for YOU:

  • 38.5 days annual leave for all colleagues (including bank holidays and pro rata if part-time)​
  • Up to five extra paid well-being days per year​
  • A 35-hour working week
  • 20 weeks paid, gender neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
  • Market leading Pension & Private Medical Insurance
  • Flexible benefits including Cycle to Work, Wellness & Health Assessments and Critical Illness
  • Ability to work anywhere in the UK​ (where the role allows)

And you get these Red-Hot Rewards from day one!

Exciting opportunities exist with our Customer Fulfilment & Servicing team right now, if you're passionate about providing great service, and willing to do what it takes to make our customers happy, please read on...

As a Flow Leader you will have the chance to make a real difference, as you will act in a ‘Team Captain’ capacity distributing workload and working alongside colleagues to ensure our customers receive a ‘best in class’ service. If you are well organised, great at prioritising, passionate about customer service as well as coaching and supporting colleagues then this is the perfect job opportunity for you!

The role is about ..

  • Tracking, maintaining, and improving day to day workflow for allocated team members
  • Balancing work between colleagues and helping keep utilisation high
  • Delivering a customer experience that this right first time, every time.
  • Meeting and exceeding quality, performance and productivity targets
  • Ensuring the delivery of quality is embedded; work in line with policy and regulatory requirements, helping to ensure key controls are maintained

We're looking for colleagues who are passionate about our customers and want to make a difference.

The Flow Leader is responsible for managing intra-day workflow and daily team performance for their team. They ensure adherence to ‘one best way’ process and quality control, providing feedback and coaching to staff members to drive continual improvement.

Reporting to the Flow Manager, the Flow Leader acts as the ‘team captain’ to team members. The Flow Leader is responsible for the management of high risk and/or complex queries to ensure risk compliance, internal processes, external regulations, and delivery of quality support to out intermediaries.

There are a few essentials you need to bring…

  • Experience of delivering work to meet appropriate key performance indicators (customer focused) in an operations environment
  • 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.
  • Ability to ensure adherence to 'one best way' process and quality control

We’d love you to have…

  • A strong customer service ethic to ensure the team focus on excellent customer outcomes.
  • Operational Excellence tools and techniques
  • The ability to deliver high quality work in line with policy and regulatory requirements.
  • Good communication skills including the ability to lead daily team huddles.
  • Training and coaching experience at an operational level.

We really need you to have the skills and experience listed in the ‘ Few essentials’ section above, but the rest is just our wish list, so don’t let that put you off applying, we’d love to hear from you!

Inclusion at Virgin Money

Inclusion is at the heart of everything we do here at Virgin Money. It’s good for you, it’s good for us and it’s amazing for our customers. We know that great minds don’t think alike, so we rely on your diverse thoughts, feelings, beliefs and backgrounds to be the best we can possibly be. Got any questions about this or need some support with your application? We’d love to hear from you so get in touch with our careers team at

Now the legal bit…

Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it) but we’ll need to you to confirm you have the Right to Work in the UK.

If you’re successful securing a role with us, there are some checks you need to complete before starting. This includes a credit and criminal record check, as well 3 years' worth of satisfactory references.   If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks - we’ll ask for 6 years' of regulatory references and once in role, you’ll be subject to periodic employment checks.

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