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About the Role
At Metro Bank, our stores are where relationships are built, ambitions are supported and communities connect. We believe banking should feel personal, human and genuinely helpful, with every customer receiving the attention, expertise and support they deserve. As a Customer Service Representative, you'll play a vital role in helping customers make confident financial decisions and achieve their goals. Through meaningful conversations, you'll build trusted relationships, understand what matters most to customers and connect them with the products, services and support that best meet their needs. Whether you're welcoming a customer into the store, helping a family plan for the future, supporting a local business owner or resolving a complex query, you'll be empowered to make a genuine difference. No previous banking experience is required. If you're passionate about people, naturally curious and motivated to learn, we'll give you the knowledge, skills and support to build a successful career in banking.
Responsibilities
- Building meaningful relationships with customers through engaging and insightful conversations.
- Understanding customers’ needs, ambitions and circumstances to provide personalised support, guidance and solutions that build confidence in their financial decisions.
- Delivering exceptional experiences that build trust, loyalty and long-term customer relationships.
- Creating opportunities to deepen customer relationships by identifying ways Metro Bank can support them now and in the future.
- Taking ownership of customer queries and concerns, ensuring customers receive the right support from first contact through to resolution.
- Supporting customers in vulnerable circumstances with empathy, care and understanding.
- Working collaboratively with colleagues to contribute to store performance, customer advocacy and business growth.
- Continuously developing your knowledge, expertise and confidence to become a trusted banking professional.
- Taking responsibility, doing the right thing for customers, colleagues and Metro Bank and having the ability to call out any concerns.
Requirements
- A passion for creating great customer experiences and building lasting relationships.
- Experience in a customer-facing environment where service experience was priority.
- Natural curiosity and confidence to engage customers in meaningful conversations.
- Strong communication and listening skills, with the ability to build rapport quickly.
- A proactive and solution-focused mindset.
- The ability to identify opportunities whilst always doing what's right for the customer.
- Personal ownership and accountability for delivering great customer and business outcomes.
- Confidence using technology and digital tools to support customers effectively.
- Empathy, resilience and professionalism when managing a variety of customer situations.
- The ambition to learn, grow and build a long-term career.
- Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders.
Location
- Southall
Work Type
- Full-time
- 37.5 hours across 5 days
Salary/Compensations
- Competitive salary
- Discretionary annual bonus
Benefits
- Comprehensive benefits package
About the Company
- At Metro Bank, our stores are where relationships are built, ambitions are supported and communities connect.
- We believe banking should feel personal, human and genuinely helpful, with every customer receiving the attention, expertise and support they deserve.
- We'll invest in your development, providing industry-leading training and support to help you become a trusted banking expert.
- You'll develop skills that are valued across customer service, relationship management, business development and leadership careers.
- You'll have opportunities to grow and progress within a business that champions talent and potential.
- You'll be empowered to take ownership, make an impact and contribute to the success of your store.
- You'll work alongside passionate colleagues in an inclusive, supportive and high-performing environment.
Equal Opportunity
- Diverse teams really do form 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?