Service Excellence Coach - North Region

Metro Bank; Milton Keynes; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial institution in Milton Keynes is seeking a talented coach to enhance customer service activities. You will focus on continuous improvement initiatives and collaborate with various teams to support front-line managers. Ideal candidates have experience in banking or financial services, excellent coaching skills, and a passion for driving positive customer outcomes. Competitive salary and benefits are offered, alongside hybrid working options.

Benefits

Competitive salary

Discretionary annual bonus

Generous holiday

Pension scheme

Healthcare

Life assurance

Colleague discounts

Qualifications

• Proven experience as a coach within Financial Services or Banking.
• Ability to develop engaging learning and coaching content.
• Strong knowledge of customer outcomes and dealing with vulnerable customers.

Responsibilities

• Support coaching and feedback within customer service activities.
• Identify and deliver continuous improvement initiatives.
• Collaborate with Learning and Development for alignment.

Skills

Coaching

Training skills

Stakeholder management

Analytical skills

Understanding of banking products

Customer service focus

Job description

Role Overview

Support with coaching, feedback, recommendations, and enhancements across the full spectrum of customer service activities, including but not limited to financial crime, risk, vulnerable customers, consumer duty, store choreography, and service standards. This will involve observations, feedback, knowledge enhancement, and supporting training initiatives.

Identify and support the delivery of continuous improvement initiatives to promote good customer outcomes, uphold excellent service standards, and protect the Bank.

Collaborate with Metro Bank's Learning and Development team to ensure learning initiatives align with service standards and deliver desired outcomes.

Work with the SLT and managers across the bank to influence and maintain focus on customer outcomes and service initiatives, providing quality feedback, holding stakeholders accountable, and tracking outcomes.

Be responsible for creating and delivering coaching programs that achieve meaningful and measurable results.

Work with stakeholders across various departments such as financial crime, risk, delivery teams, planning, and performance to identify improvement opportunities and design solutions.

Support front-line managers through problem-solving and tailored interventions to enhance capability.

Use data and analytics to identify trends and support front-line colleagues in excelling.

Foster a positive, inclusive learning environment that encourages professional growth, and build strong relationships with internal and external stakeholders.

Perform any other duties reasonably within the role.

As a bank, risk management is integral to all we do. We value individuals who take responsibility, prioritize doing the right thing for customers and colleagues, and have the courage to raise concerns.

Candidate Requirements

• Understanding of the risks associated with your role and their implications for you, Metro Bank, and stakeholders.
• Proven experience as a coach within Financial Services, Banking, or regulated Customer Experience roles.
• Excellent coaching, training, and mentoring skills.
• Ability to develop engaging learning and coaching content using various delivery methods.
• Strong stakeholder management and influencing skills, capable of providing constructive feedback and healthy challenge at all levels.
• Knowledge of delivering good customer outcomes, including supporting vulnerable customers.
• Understanding of banking products, services, and customer journeys, with the ability to support colleagues effectively.
• Knowledge of coaching and feedback methodologies to enhance colleagues' knowledge and service quality.

We believe in "one in, one up" at Metro Bank, fostering internal growth and promotions. We seek an AMAZING colleague to fill this exciting new role!

We offer competitive salary, discretionary annual bonus, and benefits including generous holiday, pension scheme, healthcare, life assurance, and colleague discounts.

Training and internal career progression opportunities are provided, with around 40% of our recruitment coming from internal promotions. We also support a balanced work environment with hybrid working options where possible.