Full job descriptionAt 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 part of a team that values individuality, collaboration, and long-standing relationships. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.
As a Customer Service Advisor, you will interact with our customers as the ’voice’ of Metro Bank, with a strong understanding of our processes, systems, products, and services and the ability to deliver exceptional customer service.
Start date is expected to be November or in 2027.


What you will do:
• Provide fantastic service and support to our customers over the phone
• Be a representative of the Metro Bank brand and its culture
• Advise our customers on all types of queries such as balance enquiries, payments, internet banking, card management, using our mobile app
• Update all our systems, making sure you have a strong attention to detail and record all conversations
• Follow the correct processes to make sure our customers are safe
• Be a valued member of the team


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.


What you will need:
• Ability to build effective customer relationships in a fast-paced environment
• Maintain meticulous attention to detail even under pressure
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
• 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


Working Arrangements & Training:


For this Customer Service Advisor position we are looking for full time and part time candidates.
Work-life balance matters to us.
For full time: Our contact centre core hours are 9am to 6pm, Monday to Friday. We offer an out of hours service outside of these hours for emergencies i.e. 6pm to 8am, Monday to Friday, weekends and Bank holidays, these will be included on your rota. Shifts are shared equally across the team, and you’ll know your schedule well ahead of time. We try to accommodate personal needs where possible. Weekend working is 1 in every 3 or 4 weekends.
For part time: We require you to be flexible to work a minimum of 24 hours a week across Monday to Friday from 9am – 2pm / 9:30am – 2:30pm or 10am to 3pm as well as flexibility over the weekends. You will be required to do 5 weeks of full time training.
We will make sure you get the training needed to develop you into a customer service advisor; 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 taking calls from our customers). All this training will be blended together across an initial period of five weeks.
We are pleased to provide a hybrid working option for our employees. This benefit is available after successfully completing training and receiving sign off (this can take up to 6 weeks). Team members who work four or more days per week can enjoy two days in the office.


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 colleague discounts!
• Extensive training to build your knowledge and skills for the role
• Internal opportunities for career advancement
• After 90 days in the business you will receive a salary uplift