Service Excellence Coach

**Team** Retail & Business Banking

**Location** Home

**County** Home

**Ref #** 23224

**Closing Date** 04-Jul-2025

We have been awarded the “Most Loved Workplace” At Metro Bank, people come first - our culture is all about bringing the best out in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.

**This role will require you to travel to** our East Region areas (Central London, Essex and Kent).**

**What you will do**:

- Provide coaching to frontline colleagues in in our Stores network, contact centres and other customer facing teams individually and in groups.
- Support with coaching, feedback, recommendations and enhancements across the full spectrum of customer service activity (including but not limited to; financial crime, risk, vulnerable customers, consumer duty, store choreography, service standards, etc.) through observations, feedback, knowledge enhancement, and supporting with training.
- Identify and support in the delivery of continuous improvement initiatives to drive and embed good customer outcomes, excellent service standards while also protecting the Bank.
- Collaborate with Metro Bank’s Learning and Development team to ensure learning initiatives connect with service standards and expectations while also delivering the desired outcomes.
- Working collaboratively with the SLT and managers across the bank to influence, promote and maintain focus on customer outcome and service initiatives, providing quality feedback, holding stakeholders to account and tracking outcomes.
- Accountable for creating and delivering coaching programmes that deliver meaningful and measurable outcomes.
- Working with stakeholders across financial crime, risk, delivery teams, planning and performance to identify opportunities for improvements and designing solutions to support with those improvements.
- Problem-solving and supporting front-line managers with tailored interventions that continuously improve capability.
- Identifying trends using data and analytics to support front line colleagues excel.
- Fostering a positive and inclusive learning environment that encourages professional growth, building and maintaining strong relationships with internal and external stakeholder groups.
- Any other duties as required that reasonably fall within the role.

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.

**What you will need**:

- Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
- Proven experience as a coach in Financial Services/Banking or regulated Customer Experience role.
- Excellent coaching, training and mentoring skills.
- Knowledge how to develop great learning and coaching content using a variety of delivery methods.
- Excellent stakeholder management and influencing skills, able to give feedback and healthy challenge to senior stakeholders at all levels
- Knowledge of how to deliver good customer outcomes including an understanding of how best to support vulnerable customers.
- Knowledge of banking products, services, and customer journeys, with the ability to support and guide colleagues effectively.
- Knowledge on coaching and feedback methodologies that enhance Metro Bank’s colleagues’ knowledge on customer outcomes and service improvement.

**Our promise to you**
- We believe in “one in, one up” at Metro Bank, growing our own and promoting from within. That is why we are looking for YOU An AMAZEING colleague to move into this FANtastic new role
- We will make sure that you are well-rewarded by providing you with a 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
- We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions).
- 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.

**Important Footnote