Hybrid Customer Complaints Quality & Risk Specialist

Metro Bank (UK); Greater London; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Discretionary annual bonus

Generous holiday allowance

Pension scheme

Healthcare

Life assurance

Colleague discounts

Job summary

Metro Bank (UK) seeks a proactive Complaints Assurance Specialist to oversee outsourced complaint handling, ensuring DISP, Consumer Duty and Metro Bank standards are met. You will review quality, results, vulnerabilities and risk indicators, escalating issues as needed.

You will conduct quality reviews, analyze MI, and work with suppliers to improve outcomes while coaching teams and producing governance reporting. A strong regulator-focused mindset and fintech experience are valued.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Analytical thinking

Investigation

Problem solving

Attention to detail

Risk assessment

Independent decision making

Regulatory knowledge

Education

Experience in financial services

Job description

Metro Bank (UK) seeks a proactive Complaints Assurance Specialist to oversee outsourced complaint handling, ensuring DISP, Consumer Duty and Metro Bank standards are met. You will review quality, results, vulnerabilities and risk indicators, escalating issues as needed.

You will conduct quality reviews, analyze MI, and work with suppliers to improve outcomes while coaching teams and producing governance reporting. A strong regulator-focused mindset and fintech experience are valued.