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:
As a Customer Relations Assurance Specialist, you will provide independent oversight of complaint handling activity delivered by our outsourced partners, helping to ensure fair customer outcomes, regulatory compliance and high-quality complaint resolution.
Working closely with internal stakeholders and suppliers, you will monitor complaint performance, review quality standards, identify risks and drive improvements to controls and processes. Through robust assurance activities, insightful analysis and effective challenge, you will help protect customers, strengthen operational performance and support Metro Bank's regulatory obligations.
- 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!
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!
#LI-Loveyourjobatlast
#J-18808-Ljbffr
Customer Relations Assurance Specialist employer: Metro Bank
At Metro Bank, we pride ourselves on being an employer that truly values its people, fostering a culture of collaboration and individuality in the heart of Holborn, Greater London. With a strong commitment to employee growth, we offer extensive training and internal promotion opportunities, ensuring that our team members can thrive in their careers while enjoying a competitive salary and a comprehensive benefits package. Our flexible working arrangements and focus on work-life balance make us an attractive choice for those seeking a meaningful and rewarding role in the banking sector.
