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Team Contact Centre

Location Ilford Contact Centre

County Essex

Ref # 19548

Closing Date 30-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 Customer Service Advisor you will be constantly interacting with our customers over the phone. You will be the ‘voice’ of Metro Bank aiming to Surprise & Delight our customers by being an expert in our processes and systems, delivering amazing customer service and creating fans for life.

What you will do:

• Provide fantastic service and support to our customers over the phone
• Be a representative of the Metro Bank brand
• Advise our customers on all types of queries such as: balance enquiries, payments, internet banking, card management, using our mobile app
• Update all of our systems, making sure you attend to every detail and record all conversations
• Follow the correct processes to make sure our customers are safe
• Live and breathe our amazing behaviours and be a great team player

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
• Ability to balance building relationships with your customers with attention to detail- we are a bank after all!
• Strong computer skills with working knowledge of Microsoft Office
• Be flexible to work a variety of shift patterns over the seven days Metro Bank are open
• Ability to deliver excellent customer experience in a very fast paced environment
• Right from the start, we'll give you full training and great support so you don't need previous experience of finance or banking, but you must have experience but you do need experience of dealing with customer service queries

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 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!).
• Upon completion of training, you will receive a salary uplift.
• We are also all about balance so we offer the opportunity for hybrid working (once you have completed your training) and part-time 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!