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About the Role

You will be responsible for dealing with our most complex customer complaints and ensuring that we ‘Make Every Wrong, Right!’ You will be working in a high-profile, fast-paced environment where fair customer outcomes are a must. You will interact with colleagues across the business in a friendly and positive way. You will identify areas for improvement in the Bank, on the back of complaints you deal with.

Responsibilities

Take end-to-end ownership of complex complaint cases, from receipt through to a clear final response.
Investigate and resolve cases professionally, meeting regulatory obligations, internal procedures and agreed service standards.
Plan and prioritise a busy caseload, using sound judgement and initiative to move cases forward.
Work with stakeholders across the Bank to gather evidence, resolve issues and deliver fair customer outcomes.
Handle challenging customer conversations confidently and constructively, both by phone and in writing.
Act as a subject matter expert, sharing technical complaint-handling knowledge with colleagues across the Bank.
Own Financial Ombudsman Service cases from investigation through to preparation and submission of the case file.
Use complaint themes and root causes to highlight areas where the Bank can improve.
Take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.

Requirements

A proven track record in a customer-facing role, including confidently supporting customers by phone.
Experience managing complaints and producing high-quality written responses in plain English.
Excellent verbal and written communication skills, with strong spelling, grammar and attention to detail.
The ability to use your initiative, solve varied problems and manage a demanding caseload.
Knowledge of the banking or wider financial services industry.
Knowledge of the Financial Ombudsman Service and its complaint process.
Understanding of the Financial Conduct Authority, the Dispute Resolution Handbook and Consumer Duty.
Awareness of the Information Commissioner's Office and the importance of handling customer information appropriately.
Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders.

Skills

Customer Relations
Complaint Management
Communication
Problem Solving
Initiative
Banking Industry Knowledge
Financial Services Knowledge
Financial Ombudsman Service Knowledge
FCA Knowledge
Dispute Resolution Handbook Knowledge
Consumer Duty Knowledge
ICO Awareness

Location

Holborn, Greater London

Work Type

Hybrid Working

Experience Level

Lead

Salary/Compensations

Competitive salary
Discretionary annual bonus

Benefits

Generous holiday allowance
Attractive pension scheme
Healthcare
Life assurance
Colleague discounts

About the Company

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.
We believe in “one in, one up” at Metro Bank, growing our own and promoting from within.
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!

Equal Opportunity

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?