Company: Metro Bank (UK)
Location: London, United Kingdom
Employment Type: Full-time
Description:
We have been named a Top 10 “Most Loved Workplace” for the second year running! 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. 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.
What You Will Do
• Lead and coach the Customer Relations Team to ensure that Ombudsman, Executive and complex complaints are resolved fairly, thoroughly, and quickly
• Develop the team and maximise their potential in line with Metro Bank’s personal and career development pathways
• Support the team in dealing with difficult cases
• Work with key stakeholders to maintain effective systems and processes for complaints
• Deliver changes… to the complaints process in line with any regulatory changes
• Take a leading role in producing regular complaints MI for the Executive team and key stakeholders, with succinct and incisive commentary
• Take a leading role in ensuring that customer and bank priorities are addressed in initiatives and projects that have implications in the complaints sphere
• Provide best practice leadership for how complaints should be handled across the Bank
• Bring together the existing team with the AD CR team into a highly efficient and effective organization
• Represent Metro Bank at complaint handling industry forums
• Manage risk to ensure that compensation and refunds are made in line with sign-off limits
• Work with and support Metro Bank University in developing and maintaining high-quality complaints-handling training
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
• Experience of working complaints escalated to the Financial Ombudsman Service and detailed knowledge of their processes
• Substantial experience of handling customer complaints
• Knowledge of the FCA Dispute Resolution (DISP) rules
• Great attention to detail and exceptional communication skills
• Excellent influencing and negotiating skills
• Exceptional written communication skills, particularly in letter-writing and report-writing for senior leaders
• Highly organised with the ability to meet deadlines
• Experience of people management, or the potential to develop into a people management role
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
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!).
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
Source: LinkedIn
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