Regulatory Complaint Assurance Lead

Metro Bank; England; On-site; GBP 45,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Discretionary annual bonus

Generous holiday allowance

Pension scheme

Healthcare

Life assurance

Colleague discounts

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Analytical skills

Investigative skills

Problem-solving

Attention to detail

Stakeholder challenge

Report writing

Risk assessment

Independent decision making

Job description

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