At a Glance
- Tasks: Oversee complaint handling to ensure fair outcomes and compliance with regulations.
- Company: Join a trusted bank focused on customer satisfaction and operational excellence.
- Benefits: Competitive salary, annual bonus, generous holidays, pension scheme, and healthcare.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real impact on customer experiences and strengthen risk management.
- Qualifications: Strong analytical skills, complaint handling knowledge, and ability to influence stakeholders.
The predicted salary is between 33075 - 40425 £ per year.
Overview
In this role you provide independent oversight of outsourced complaint handling to ensure fair customer outcomes and regulatory compliance.
You’ll monitor performance, review quality standards, and drive improvements across controls and processes with suppliers and internal partners.
You’ll support governance and decision-making through insightful analysis and robust assurance work.
This role offers a chance to influence customer outcomes and strengthen operational risk management within a trusted bank.
- Pay / Benefits
- competitive salary
- discretionary annual bonus
- generous holiday allowance
- attractive pension scheme
- healthcare
- life assurance
Responsibilities
- Provide independent oversight of outsourced complaint handling to ensure compliance with DISP, Consumer Duty, and Metro Bank standards
- Review complaint quality, decisions, redress, and vulnerability assessments for fair outcomes
- Conduct quality reviews including call listening and communications assessments
- Identify customer, regulatory, conduct, and operational risks and escalate where needed
- Recommend and track remedial actions to fix control weaknesses and improve outcomes
- Validate effectiveness of corrective actions and continuous improvement initiatives
- Collaborate with suppliers to maintain consistency, quality, and regulatory compliance
- Support coaching, feedback and training based on assurance findings
- Produce management information and reporting for governance and decision-making
- Perform other duties within the role scope as required
- Key requirements
- Strong analytical, investigative, and problem-solving skills with high attention to detail
- Ability to identify trends, root causes, risks, and potential customer harm
- Confidence in challenging stakeholders with evidence-based feedback
- Strong report writing and management information analysis skills
- Sound judgement in risk assessment, fairness, and customer outcomes
- Ability to work independently and make informed decisions
- Strong knowledge of complaint handling, QA, and customer outcome testing
- Understanding of FCA DISP, Consumer Duty, and Financial Ombudsman expectations
- Knowledge of complaint-related operational, conduct, and regulatory risks
- Experience managing complex financial services complaints and conducting QA reviews
- Experience analyzing trends and MI to drive improvements
- Experience coaching and giving feedback to improve performance
- Analytical mindset
- Stakeholder influencing and challenge
- Attention to detail
- Complaint handling knowledge
- Quality assurance and customer outcome testing
- Management information analysis
Customer Relations Assurance Specialist in London 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Assurance Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Metro Bank. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Metro Bank before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relations Assurance Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Metro Bank:Your cover letter is your chance to shine! Tell us why you want to work at Metro Bank specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Metro Bank!
How to prepare for a job interview at Metro Bank
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
