Lead Customer Relations Specialist

Team Operations

Location Holborn Office

County Central London

Ref # 22811

Closing Date 10-Apr-2025

We have been awarded the “Most Loved Workplace”! At Metro Bank, people come first – our culture is all about bringing the best out in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.   

What you will do:
 

•   Investigating and resolving complaint cases professionally from receipt to final response, ensuring regulatory obligations and internal SLAs are met

•   Plan and prioritise allocated workloads against agreed service standards

•   Engage with relevant stakeholders across the Bank to investigate and resolve complaints

•   Resolve challenging customer communications and queries to effective resolution

•   Ensure compliance with relevant internal procedures, policies, and frameworks

•   Provide technical knowledge as a subject matter expert to the rest of the Bank

•   Ownership for investigating and resolving Financial Ombudsman Service cases professionally from receipt to submitting a Case File

 And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.

 What you will need: 
 

•   Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders

•   Experience of a customer facing role and supporting customers via the telephone 

•   Experience of managing complaints and producing excellent written communications to customers 

•   Knowledge of the banking and financial industry 

•   Understand the Financial Ombudsman and their complaint process

•   Knowledge of the Financial Ombudsman and their Dispute Resolution Handbook and Consumer Duty, along with, the Information Commissioners Office

•   The ability to manage multiple priorities and deadlines 

 Our promise to you…
 

•    We believe in “one in, one up” at Metro Bank, growing our own and promoting from within. That is why we are looking for YOU! An AMAZEING colleague to move into this FANtastic new role!

•    We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts! 

•   We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!). 

•   We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

Important Footnote

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box.  We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked.  So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!