At a Glance
- Tasks: Ensure top-notch customer service by overseeing complaint handling and driving improvements.
- Company: Metro Bank, where people come first and individuality is celebrated.
- Benefits: Competitive salary, bonuses, generous holidays, and great colleague discounts.
- Other info: Hybrid working options and a commitment to diversity and internal promotions.
- Why this job: Make a real difference in customer experiences while growing your career.
- Qualifications: Strong analytical skills and experience in complaint handling within financial services.
The predicted salary is between 40500 - 49500 £ per year.
- Team
- Operations
- Location
- AMAZE Central - Holborn
- County
- Greater London
- Ref #
- Closing Date
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
- Provide independent oversight and assurance of outsourced complaint handling activities, ensuring compliance with DISP, Consumer Duty and Metro Bank standards.
- Review complaint quality, decision‑making, redress outcomes and vulnerability assessments to ensure fair customer outcomes.
- Conduct quality reviews, including call listening and communication assessments, to monitor complaint handling performance.
- Identify customer, regulatory, conduct and operational risks, escalating concerns where appropriate.
- Recommend and track remedial actions to address control weaknesses and improve complaint outcomes.
- Validate the effectiveness of corrective actions and continuous improvement initiatives.
- Work closely with suppliers to drive consistency, quality and regulatory compliance across complaint handling activities.
- Support coaching, feedback and training initiatives based on assurance findings.
- Produce management information and reporting to support governance, oversight and decision‑making.
- Undertake any other duties reasonably required within the scope of 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
- Strong analytical, investigative and problem‑solving skills with excellent attention to detail.
- Ability to identify trends, root causes, emerging risks and potential customer harm.
- Confident providing challenge and delivering evidence‑based feedback to stakeholders.
- Strong report writing and management information analysis skills.
- Sound judgement when assessing risk, fairness and customer outcomes.
- Ability to work independently and make informed decisions.
- Strong knowledge of complaint handling, quality assurance and customer outcome testing.
- Understanding of FCA DISP requirements, Consumer Duty and Financial Ombudsman Service expectations.
- Knowledge of complaint‑related operational, conduct and regulatory risks.
- Experience managing complex complaints within a financial services environment.
- Experience conducting quality assurance reviews and identifying customer, regulatory and control risks.
- Experience analysing complaint trends and management information to drive improvements.
- Experience providing coaching and feedback to improve complaint handling performance.
- 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!
- Important Footnote
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?
Good luck!
#J-18808-Ljbffr
Customer Relations Assurance Specialist in London employer: Metro Bank (UK)
At Metro Bank, we pride ourselves on being an exceptional employer that prioritises our people and fosters a culture of collaboration and individuality. Located in the vibrant city of Manchester, we offer hybrid working options to ensure a healthy work-life balance, alongside competitive salaries and a comprehensive benefits package that includes generous holiday allowances and career progression opportunities. As the Head of Large Corporate, you will lead a dynamic team while making a significant impact on our corporate banking segment, all within an environment that values trust and authentic connections.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Assurance Specialist in London
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Metro Bank (UK). Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Customer Relations Assurance Specialist in London
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Metro Bank (UK).
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Metro Bank (UK)'s website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Metro Bank (UK)
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Metro Bank (UK).
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Metro Bank (UK) will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Metro Bank (UK) employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
