Contact Center Manager à United States

At Metro Bank, we believe the best banking experience starts with people who genuinely care. We’re not just delivering banking services – we’re building trust through authentic connections. Here, our people come first; our colleagues are a part of a team that values individuality, collaboration, and long‑standing relationships.

As a Banking Representative, you will interact with our customers as the ‘face’ of Metro Bank, with a strong understanding of our products and services and the ability to deliver exceptional customer service.

• You will be at the forefront of customer interactions, going above and beyond to provide customers with exceptional service and through understanding what products and services are suited to their needs.
• You will work as part of a team, prioritising tasks against changing customer demand and delivering on store objectives.
• You will keep on top of regulatory and non‑regulatory training and changes to ensure that we are compliant and fair in all transactions.

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.

Metro Bank Edgware is a Monday – Saturday store. We are currently recruiting for Part‑time - 22.5 hours over 3 – 5 days (working every Saturday is required).

Work‑life balance matters to us.

Our store is opening Monday – Friday 8:45am‑5:15pm and Saturday 8:15am‑4:30pm. Shifts are shared equally across the team, and you'll know your schedule well ahead of time. We always try to accommodate personal needs where possible.

We will make sure you get the training needed to develop you into a banking representative; this will include a mixture of live teams’ sessions with a trainer, guided study through our online training suite, and on the job training (such as observing, buddying up, and serving our customers). All of this training will be blended together, at a pace set between you and your manager.

• Ability to build effective 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.
• Proficient in computer skills, including a working knowledge of Microsoft Office.
• 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.

• Competitive salary, discretionary annual bonus, and a comprehensive benefits package including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and colleague discounts
• Extensive training to build your knowledge and skills
• Internal opportunities for career advancement
• Upon completion of training, you will receive a salary uplift

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? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!