AMAZE Direct Representative

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.

As a Customer Service Advisor, you will interact with our customers as the 'voice' of Metro Bank, with a strong understanding of our processes, systems, products, and services and the ability to deliver exceptional customer service.

What You Will Do

• Provide fantastic service and support to our customers over the phone
• Be a representative of the Metro Bank brand and its culture
• Advise our customers on all types of queries such as balance enquiries, payments, internet banking, card management, using our mobile app
• Update all our systems, making sure you have a strong attention to detail and record all conversations
• Follow the correct processes to make sure our customers are safe
• Be a valued member of the team

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

• Ability to build effective customer relationships in a fast-paced environment
• Maintain meticulous attention to detail even under pressure
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
• Proficient in computer skills, including a working knowledge of Microsoft Office
• While prior experience in finance or banking is not always required, experience in handling customer service queries and operating in an environment that has controlled processes in place, is essential

Working Arrangements & Training
For this Customer Service Advisor position we are looking for
full time
and
part time
candidates.

Work-life balance matters to us.

Our contact centre is open 9am to 6pm, Monday to Friday. We offer an out of hours service outside of these hours for emergencies i.e. 6pm to 8am, Monday to Friday, weekends and Bank holidays. Shifts are shared equally across the team, and you'll know your schedule well ahead of time. We try to accommodate personal needs where possible.

For part time we require you to be fully flexible Monday - Friday from 9am - 2pm / 9:30am - 2:30pm or 10am - 3pm, as well as shift patterns over the weekend.

We will make sure you get the training needed to develop you into a customer service advisor; this will include a mixture of live teams' sessions with a trainer, guided study through our online training suite, and on the job training (such as observing, buddying up, and taking calls from our customers). All this training will be blended together across an initial period of five weeks.

We are pleased to provide a hybrid working option for our employees. Team members who work four or more days per week can enjoy two days in the office, while those working three or fewer days per week can have one office day. This benefit is available after successfully completing training and receiving sign off (sign off can take a minimum of 3 months).

Our promise to you…

• Competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and colleague discounts
• Extensive training to build your knowledge and skills for the role
• Internal opportunities for career advancement
• Upon completion of training, you will receive a salary uplift

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? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck