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:
1. Take ownership of the open EoDs and make contact with business areas to ensure that EoD’s are dealt with within timeframes.
2. Offer support to colleagues around the bank in order to assist with the resolution of particularly difficult complaints that are nearing regulatory timeframes for response.
3. Challenge colleagues where necessary, to make things happen to resolve a complaint.
4. Provide AMAZEing service to colleagues, customers, and the Financial Ombudsman Service, who contact the Customer Relations Team by email, by answering emails quickly and efficiently.
5. Use my initiative to find customer-focused solutions, that balance the needs of the customer with those of the business.
6. Explain clearly to customers, the Financial Ombudsman, or the Executive what has happened to cause a complaint, and what we can do to put things right.
7. Provide timely updates to customers and internal stakeholders on complaints.
8. Record clear notes on the Bank’s system that will allow other colleagues to know what has happened with a complaint.
9. Any other duties as required that reasonably fall within the role.
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 call out any concerns.
What you will need:
1. Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders.
2. You will have a proven track record of working in a Customer-facing role, and dealing with customers on the phone.
3. You will have written letters to customers.
4. You will have dealt with some complaints in a previous role.
5. You will have worked in an environment where you have had to use your own initiative to solve problems, and manage a busy caseload.
6. You will have knowledge of the banking/financial industry.
7. You will have knowledge of the Financial Ombudsman Service and the Financial Conduct Authority.
8. You will have knowledge of the FCA's Dispute Resolution Handbook.
9. You will have advanced knowledge of the punctuation.
10. You will have advanced knowledge of letter writing.
Our promise to you…
1. 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!
2. We will make sure that you are well-rewarded by providing you with a great 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!
3. 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!).
4. 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.
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!
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