Lead Customer Relations Specialist - London, United Kingdom - Metro Bank PLC

Metro Bank PLC

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Team Operations

Location Moorgate

County Central London

Ref # 18359

Closing Date 01-Feb-202- Do you have an eagle eye for detail? Can you provide fair customer outcomes? Are you confident in building AMAZEING relationships with stakeholders across the business?- If yes, then we may have the role for youAs the Lead Customer Relations Specialist, you will be responsible for dealing with our most complex customer complaints and making sure that we make every wrong, right As part of your role, you will be working in a high-profile, fast-paced environment where fair customer outcomes are a must. You will identify areas for improvement in the Bank, on the back of complaints you deal with to create fair outcomes.
So what would you be doing?...

Resolving customer complaints in a timely manner and using your initiative to find customerfocused solutions
Explaining clearly to customers, the Financial Ombudsman, or the executive what has happened to cause a complaint, and what we can do to make things right
Challenging colleagues where necessary in order to resolve a complaint
Taking ownership of cases and prioritising work effectively to manage caseload
Making sure any followup actions are completed
Providing timely updates to customers and internal stakeholders
Supporting colleagues in the wider Bank by giving advice on how to handle complaints they are dealing with
Recording clear notes on the Bank's system that will allow other colleagues to know what has happened with a complaint
Identifying areas of improvement from occurred complaints

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
You will have experience of dealing with customer complaints and negotiating fair outcomes for customers with colleagues face to face or over the phone
Naturally, you will have exceptional verbal communication skills to deal with customers on the phone
In order to be AMAZEING in this role, you will have FANtastic written communication skills to write highquality complaint response letters
We need you to have excellent attention to detail, as well as the ability to see the bigger picture
To be successful in this role, you will have experience of finding customerfocused solutions to problems