Banking Representative

Metro Bank; Hemel Hempstead; On-site; GBP 22,000 - 26,000; Full time

Job summary

Metro Bank Hemel Hempstead is hiring a Customer Service Representative to help customers make confident financial decisions. You will build trusted relationships, understand needs, and connect customers with the right products, services and support.

No banking experience is required; we will provide the knowledge and skills to succeed. This full-time role is 37.5 hours across 5 days, with shifts from 8:45am to 5:15pm or 9:00am to 5:30pm.

Qualifications

• Experience in a customer-facing environment preferred.
• Willingness to learn and develop banking knowledge.
• Strong communication and interpersonal skills.

Responsibilities

• Build meaningful relationships with customers through engaging conversations.
• Understand customers' needs to provide personalised support and guidance.
• Deliver exceptional experiences that build trust and loyalty.
• Identify opportunities to deepen customer relationships with Metro Bank products.
• Take ownership of customer queries from first contact to resolution.
• Support customers in vulnerable circumstances with empathy and care.
• Collaborate with colleagues to contribute to store performance and growth.
• Continuously develop knowledge and confidence to become a trusted banking professional.

Skills

Relationship building

Active listening

Communication skills

Empathy

Problem solving

Digital tools literacy

Job description

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. Working arrangement and training: Metro Bank Hemel Hempstead is a Monday - Friday store. We are currently recruiting for full time, 37.5 hours across 5 days. Our colleagues work from 8:45am - 5:15pm OR 9am - 5:30pm every day. If reasonable too we may ask you to work Saturdays in a store that is open. If this is the case, we will provide a day off in the week and any reasonable additional travel can be expensed.

• 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. 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. 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.
• You’ll join a bank that believes relationships, service and trust are what truly set us apart.
• 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.
• We’ll reward your contribution with a competitive salary, discretionary annual bonus and a comprehensive benefits package.