What you will do:
• You will be leading, inspiring, and nurturing a team of approximately 20 – 25 Amaze Direct Representative and Business Team Coaches, who will deliver amazing customer service everyday
• Maintain and exceed service standards and call quality by working closely with the performance team
• You will also support the Lead / Business Performance Manager with any operational and project work and be able to deputise in their absence.
• You will be responsible for multiple Risk objectives including EoDs, Quality Assurance, Process Competency, Fair Customer Outcomes and Vulnerable Customers
• Supporting call volumes during busier periods by being on telephone and dealing with customer enquiries
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:
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
• A good understanding of Metro Bank products and procedures
• A good understanding of Risk & Compliance
• Be competent using Metro Bank systems
• Leadership capability
• Be able to manage your time effectively to ensure all key deliverables are achieved within the correct timeframe
• You need to look ahead constantly, be adaptable to any situation daily across a diverse range of request. It’s a fast paced, environment!
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!).