Customer Service Representative - New Entrant

Metro Bank (UK); West Midlands; On-site; GBP 23,000 - 26,000; Full time

Job summary

Metro Bank in Leeds is seeking a Banking Representative to build trusted relationships with customers and help them choose the right products and services. You’ll welcome customers, answer questions and resolve issues with a friendly, personal touch.

Join a team focused on service, development and community impact. No banking experience required, but a passion for people, curiosity and a proactive mindset will help you grow into a trusted banking professional.

Qualifications

• Experience in a customer-facing environment where service is priority.
• Natural curiosity and confidence to engage customers in meaningful conversations.
• Strong communication and listening skills to build rapport quickly.
• Proactive and solution-focused mindset.
• Ability to identify opportunities while 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.
• Empathy, resilience and professionalism in various customer situations.
• Ambition to learn, grow and build a long-term career.
• Understand the risks associated with your job and stakeholders.

Responsibilities

• Build meaningful relationships with customers through engaging conversations.
• Understand customers’ needs to provide personalised support and solutions.
• Deliver exceptional experiences that build trust and loyalty.
• Create opportunities to deepen relationships by identifying how Metro Bank can help now and later.
• 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

Customer service

Communication

Curiosity

Tech-savvy

Empathy

Job description

Banking Representative - Leeds

Team Retail & Business Banking

Location

County

Ref # POS_18412

Closing Date 01-Oct-2026

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.

Working Arrangement And Training

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. We may also ask you to work Saturdays. If this is the case, we will provide a day off in the week and any reasonable additional travel can be expensed.

Your initial training will take place between our Bradford and Sheffield stores, with colleagues working from Bradford until the Leeds store opens.

What You Will Do

• 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.

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

• A passion for creating great customer experiences and building lasting relationships.
• Experience in a customer-facing environment where service experience was priority.J
• 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

Our promise to you…

• 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.

Ready to Build Relationships That Matter?

This is more than a customer service role. It's an opportunity to build trusted relationships, develop valuable professional skills and play a part in helping customers, businesses and communities thrive.

If you're passionate about people, motivated by making a difference and excited by the prospect of building a career in banking, we'd love to hear from you.

Important Footnote

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? Good luck!