Customer Relations Assurance Specialist

Metro Bank; England; Presencial; GBP 45.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Discretionary annual bonus

Generous holiday allowance

Pension scheme

Healthcare

Life assurance

Colleague discounts

Descripción de la vacante

Metro Bank is seeking a Customer Relations Assurance Specialist to provide independent oversight of complaint handling by our outsourced partners, ensuring fair customer outcomes and regulatory compliance. You will monitor performance, review quality standards, identify risks and drive improvements to controls and processes to protect customers and support Metro Bank's obligations.

Your role involves quality reviews, risk escalation, coaching and producing insightful management information to

Formación

• Strong analytical, investigative and problem-solving skills.
• Ability to identify trends, root causes, emerging risks and customer harm.
• Confident providing challenge with evidence-based feedback.
• Strong report writing and management information analysis skills.
• Sound judgement when assessing risk and customer outcomes.
• Experience with complaint handling and quality assurance in financial services.
• Knowledge of FCA DISP, Consumer Duty and Financial Ombudsman expectations.

Responsabilidades

• Provide independent oversight of outsourced complaint handling activities.
• Review complaint quality, decision-making and redress outcomes.
• Conduct quality reviews including call listening and assessments.
• Identify risks and escalate concerns as needed.
• Recommend and track remedial actions to improve outcomes.
• Validate effectiveness of corrective actions and continuous improvement.
• Collaborate with suppliers to ensure regulatory compliance and quality.
• Support coaching, feedback and training based on assurance findings.
• Produce management information to support governance and decision-making.
• Undertake other duties within scope of role.

Conocimientos

Analytical skills

Investigative skills

Problem-solving

Attention to detail

Stakeholder challenge

Report writing

Risk assessment

Independent decision making

Descripción del empleo

What you will do:

As a Customer Relations Assurance Specialist, you will provide independent oversight of complaint handling activity delivered by our outsourced partners, helping to ensure fair customer outcomes, regulatory compliance and high-quality complaint resolution.

Working closely with internal stakeholders and suppliers, you will monitor complaint performance, review quality standards, identify risks and drive improvements to controls and processes. Through robust assurance activities, insightful analysis and effective challenge, you will help protect customers, strengthen operational performance and support Metro Bank's regulatory obligations.

• 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.

And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.

What you will need:

• 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.
• 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.
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders

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 a number of colleague discounts!
• 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!