Customer Service Advisor

Metro Bank (UK); Slough; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading banking institution is seeking a Customer Service Advisor to provide exceptional support over the phone. You will build strong customer relationships, handle inquiries, and represent the brand's values. The position requires excellent attention to detail and the ability to deliver outstanding customer experiences in a fast-paced environment. A hybrid working option is available post-training, alongside competitive salary and benefits.

Benefits

Competitive salary

Discretionary annual bonus

Generous holiday allowance

Attractive pension scheme

Healthcare benefits

Life assurance

Colleague discounts

Qualifications

• Ability to maintain customer relationships in a fast-paced environment.
• Meticulous attention to detail even under pressure.
• Proficient in computer skills, especially Microsoft Office.
• Experience in customer service within controlled processes.

Responsibilities

• Provide service and support to customers over the phone.
• Advise on balance inquiries, payments, and mobile app usage.
• Update systems accurately and record conversations.
• Follow processes to ensure customer safety.
• Represent the Metro Bank brand and values.

Skills

Customer relationship building

Attention to detail

Computer skills

Fast-paced environment experience

Outstanding customer experience delivery

Tools

Microsoft Office

Job description

Overview

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.

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

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 five weeks.

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.