Do you have excellent interpersonal skills? Can you lead and develop a high performing team? Are you passionate about providing bespoke solutions for vulnerable customers and bereaved third parties? If yes, then we may have the role for you!

As the Customer Support Operations Manager, you will lead and develop our Bereavement and Vulnerable Customer teams who provide support and guidance to customers who have either suffered a recent bereavement or who require additional sensitive and flexible support. You will be responsible for developing a centre of excellence for bereavement and vulnerable customer support by aligning Bank’s policies, practices and processes with industry guidance and best practice. 

Depending on the team, most of our roles offer flexible working and you will work remotely temporarily due to COVID-19.

So what would you be doing?...

• Handling all questions and queries relating to bereavement and vulnerable customers

• Building effective relationships with colleagues and stakeholders across the relevant business areas

• Implementing robust quality assurance procedures and risk controls across Bereavement and Vulnerable Customer team

• Creating and maintaining great relationships with third party organisations and charities in order to provide customers with access to more specialist support and guidance

• Leading operational delivery of our vulnerable customer policy within customer support and making recommendations for improvements

• Developing and implementing an operational strategy that builds our reputation for supporting vulnerable customers and bereaved third parties 

• Managing risk incidents as they arise, coordinating with stakeholders and bringing a timely resolutions

You need to be this kind of person…

• Passionate about providing unparalleled levels of service and convenience for customers

• Able to work and learn quickly in a fast paced, fun and dynamic environment

• Prepared to stick at something – we get nervous if someone has jumped from job to job as we want people who are prepared to learn and grow

• Care about doing a great job and exceeding expectations with the quality of what you do

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 courage to call out any concerns.

We always support colleagues to develop their skills. But to be successful in this job you really do need to already be able to do most of these wonderful things...

• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders

• In order to exceed in this role, you will have broad experience leading a team

• It is key that you have a thorough knowledge of industry guidance and best practice relating to bereavement and vulnerable customers 

• Naturally, you will have an excellent hands-on experience of supporting customers experiencing difficult or challenging circumstances

• To be successful in this role, you will have a full understanding of risks associated with the processes that Bank manages and the controls that mitigate them

• We need you to have a thorough knowledge of different types of Bank’s products 

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

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