Pension Support Team Leader

At Metro Bank, we believe the best banking experience starts with people who genuinely care. We’re not just delivering banking services – we’re building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long-standing relationships. 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:

• Act as the escalation point (“Bump‑Up”) for complex customer or operational queries, ensuring timely and accurate resolutions.
• Support colleagues in delivering AMAZING customer service across phone and email channels.
• Assist the Pension Operations Manager with workflow and folder management, ensuring tasks are actioned promptly and consistently across the team.
• Proactively identify and elevate any concerns that may impact the achievement of Service Level Agreements.
• Take ownership of workflow folders relating to bespoke pension relationships, ensuring these are managed efficiently and accurately.
• Provide end‑to‑end process training to new colleagues, with support from the Pension Operations Manager where required.
• Coach, mentor, and develop team members, setting clear objectives and promoting a culture of continuous improvement and high performance.
• Work closely with outsourced operational teams to ensure smooth, timely, and accurate processing of customer requests.
• Conduct regular reviews of offshore colleagues’ performance, providing constructive feedback to maintain service quality.
• Partner with internal teams to ensure outstanding administrative, processing, and coordination support.
• Any other duties that reasonably fall within the role.

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:

• Maths and English GCSEs at Grade C or above.
• Experience leading, developing and coaching a team of colleagues.
• Ability to build strong relationships internally and externally.
• Strong attention to detail and time management.
• Experience in customer service focusing on developing customer solutions.
• Knowledge of various products and propositions offered by Metro Bank.
• 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!).