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Team Contact Centre

Location Ilford Contact Centre

County Essex

Ref # 19425

Closing Date 20-Jun-2023

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.

As a Contact Centre manager with the contact centre operations (aka Amaze Direct) at Metro Bank you will actively contribute to the development and delivery of our strategic plans, inspiring and nurturing all colleagues to ensure they come on the journey with you. This is a significant and complex role, you will be responsible for leading through others, approx. 130 colleagues.

What you will do:

• Leading a team who will deliver amazing customer service every day
• Be responsible for the full operational running of the site
• Maintaining and exceeding service standards and call quality
• Own the environment and culture within your site
• Work closely with the performance team ensuring 100% quality and delivery of performance coaching
• Be a point of referral to assist with any customer issues or bump ups from colleagues
• Manage a team of assistant managers and oversee management of entire site
• Manage the performance, coaching, development and feedback for Team Managers and Quality Coaches. Creating great relationships and ensuring continuous improvement

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 courage 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
• To be successful in this role you will have extensive management experience and able to deliver inspirational leadership
• You would of worked in a contact centre environment
• Knowledge of HR policies and procedures will support the leadership and management of your teams
• The Risk & Compliance part of the role has to be fully embedded in your knowledge so you create an environment that minimizes any risk to our customers
• Be 100% flexible to work a variety of shift patterns over the 7 days Metro Bank are open (including Saturdays and Sundays)

Our promise to you…

• 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!).

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!