Company: Metro Bank (UK)
Location: London, United Kingdom
Employment Type: Full-time
Description:
We have been awarded the “Most Loved Workplace”! At Metro Bank, people come first – our culture is all about bringing out the best 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
• As the Service Performance Lead at Metro Bank you will drive service performance by ensuring the Bank delivers a excellent customer experience across all our Retail, Business and Commercial Banking customer touchpoints
• Use your advanced influencing skills to plan, lead and drive service improvements
• Set and measure standards for service delivery across Retail, Business and Commercial teams
• Be an advocate for service delivery, resolving service pain points, inefficiencies and ultimately ensuring that the customer journey is the best it can be
• Continuously create and design with game… changing ideas and initiatives, making the customer and colleague journey a first-class experience
• Use data, insight and external knowledge and benchmarking to identify trends in customer experience and to use that insight to raise the bar on Metro Bank’s service provision
• Ensure that senior leadership are fully engaged and informed on the current service position and future enhancements
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
• Previous experience working in a service-led role within a store/branch network and/or contact centre environment, including project management experience
• Understanding of both retail and business banking and of operating and service models, products and services
• Experience delivering in a high service performance environment
• To be analytical and data driven, with experience in understanding metrics to measure service deliver
• Excellent stakeholder management skills with the ability to forge lasting internal working relationships
• Excellent influencing skills and interpersonal skills, with the ability to adapt across multiple layers within an organisation
• Passion for customer service and desire to the place the customer at the heart of the Metro Bank experience
• To 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!)
• 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
Source: LinkedIn
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