What you will do:
•Lead, inspire, and nurture a team of approximately 14-16 Amaze Direct Representatives to deliver amazing customer service every day
•Develop and retain a coherent understanding of performance objectives and Metro Bank systems and priorities to enable effective coaching and knowledge share
•Maintain and exceed service standards and call quality by working closely with multiple stakeholders across Amaze Direct and the Bank.
•Where required, support the Lead / Business Performance Manager with any operational and project work and be able to deputise in their absence.
•Take responsibility for multiple Risk objectives including EoDs, Quality Assurance, Process Competency, Fair Customer Outcomes and Vulnerable Customers
•Coach, support and robustly performance manage Amaze Direct Representatives to achieve and exceed their demanding objectives, utilising our established Colleague Relations team for advice and support where required
•Work with other Team Managers to calibrate performance and gain a clear understanding of development themes or knowledge gaps throughout the ADR population and then address these with relevant interventions and upskill sessions
•Develop a positive culture in which colleagues strive to achieve and take accountability for their performance
•Liaise with peers and line managers to ensure the ADR onboarding journey progresses a colleague to competence, in appropriate timescales and with the right knowledge to excel in role
• Supporting call volumes during busier periods by being on telephone and dealing with customer enquiries
•Support line managers with understanding a future talent pipeline for key roles
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
• Contact Centre Management experience
•Comprehensive understanding of our people lifecycle, performance management tools and bump up channels for people issues.
• 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!).