AMAZE Direct Team Manager

What you will do

• Lead, inspire and nurture a team of approximately 20-25 Amaze Direct Representatives and Business Team Coaches, ensuring they deliver amazing customer service everyday.
• Maintain and exceed service standards and call quality by working closely with the performance team.
• Support the Lead / Business Performance Manager with operational and project work and deputise in their absence.
• Be responsible for multiple risk objectives including EoDs, Quality Assurance, Process Competency, Fair Customer Outcomes and Vulnerable Customers.
• Support call volumes during busier periods by handling customer enquiries on the telephone.

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.

What you will need

• Understand the risks associated with your job and what that means for you, Metro Bank and all stakeholders.
• A good understanding of Metro Bank products and procedures.
• A good understanding of Risk & Compliance.
• Be competent using Metro Bank systems.
• Leadership capability.
• Be able to manage your time effectively to ensure all key deliverables are achieved within the correct timeframe.
• You need to look ahead constantly, be adaptable to any situation daily across a diverse range of requests, in a fast paced environment.

Our promise to you

• Competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts.
• Training to ensure you succeed in your role and plentiful internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions).