AMAZE Direct Representative

Metro Bank Plc; Slough; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

A leading bank is seeking a Contact Centre Advisor to be the 'voice' of the organization, delivering exceptional customer service. The role demands strong customer relationship skills and meticulous detail orientation, ensuring compliance with processes while assisting customers with bank services. Successful candidates will benefit from competitive remuneration and extensive training.

Benefits

Generous holiday allowance

Attractive pension scheme

Healthcare

Life assurance

Colleague discounts

Discretionary annual bonus

Qualifications

• Ability to build strong customer relationships in a fast-paced environment.
• Maintain meticulous attention to detail even under pressure.
• Profound understanding of customer service roles and associated risks.

Responsibilities

• Provide fantastic service and support to customers over the phone.
• Update systems accurately and record customer conversations.
• Advise on queries related to banking services.

Skills

Customer relationship building

Attention to detail

Effective communication

Proficiency in Microsoft Office

Handling customer service queries

Job description

We are proud to have won the “Most Loved Workplace” award! At Metro Bank, people come first – our culture is all about bringing the best out in our colleagues, and making sure everyone feels valued, respected, seen and included. We are advocates of a diverse and inclusive workplace consistently seeking the most qualified candidates from a wide range of diverse communities.

As a Contact Centre Advisor, you will interact with our customers as the ‘voice’ of Metro Bank, displaying sound knowledge of our processes, systems, products, and services and delivering 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 attend to every detail and record all conversations
• Follow the correct processes to make sure our customers are safe
• Live and breathe our values and be a great team player
  

As a bank, risk is inherent in all our operations. We admire individuals who demonstrate accountability, have excellent attention to detail and who prioritise the well-being of our customers, colleagues, and Metro Bank.

What you will need:

• Ability to build strong customer relationships in a fast-paced environment
• Maintain meticulous attention to detail even under pressure
• Profound understanding of the risks associated with the role and their implications for both yourself, and Metro Bank's customers
• Proficiency in computer skills, including a working knowledge of Microsoft Office
• Capability to deliver outstanding customer experiences within a fast-paced environment
• 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 candidates.

Full time

We require you to be flexible to work Monday to Friday from 9am to 5:30pm / 10am to 6pm as well as a variety of shift patterns over the weekend (you would work 1 in 3 or 4 weekends with a rest day either side)

Shifts could start at 7.30am or latest 11.30am (albeit few and far between), across the 7 working days to support out of hours.

We will make sure you get the training needed to help you in this call centre role, which will be a mixture of live teams’ sessions with a trainer, self-study (including exercises and articles), and on the job training (such as observing, buddying up, and taking calls from our customers). All of this training will be blended together across an initial period of fiveweeks.

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.

Our promise to you…

• We will make sure that you are well-rewarded by providing you with a 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 and 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!