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About the Role
Provide independent oversight of complaint handling activity delivered by outsourced partners, ensuring fair customer outcomes, regulatory compliance, and high-quality complaint resolution. Work closely with internal stakeholders and suppliers to monitor complaint performance, review quality standards, identify risks, and drive improvements to controls and processes.
Responsibilities
- 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.
Requirements
- 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.
- Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders.
Skills
- 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.
Location
- AMAZE Central - Holborn
- Greater London
Work Type
- Hybrid working
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.
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?
- Good luck!