customer service representative

direct sales representative

cashier

specialist

assistant store manager

Metro Bank PLC

Where do I start... I wouldn’t recommend anyone to work for this company. 
Inexperienced, young store managers put in charge. 
Customers are either bankrupt, homeless or fraudsters so have fun dealing with that! Oh yeah and the rest are fresh out of prison with their papers and metro won’t ask any questions ... 
Promotions are obtained by being in ‘the clique’.
Store managers are over paid for sitting out the back of store all day with no clue to what’s going on.
If they are involved in ‘the clique’ nothing 


 gets done about this. 
‘The clique’ consists of store managers, assistant managers and senior leaders that look after the area.
They treat customer service representatives and cashiers as children, not listening to their opinions and views leading to big divides in store. If you dare push back and raise concern around anything you will be told that you are not living the metro bank behaviours and culture and they will then look to discipline you going forward. 
The company like sheep, so if you do join, I advise you to stay quiet and not speak out.
Training carried out upon employment was average. 
Work life balance is in existent, unpaid overtime when things in store go wrong. 
Sold the dream when you join about progression, this changes quickly as soon as you properly start. 
Plans for new stores going forward are minimal so don’t expect to go anywhere fast. 
The company implement their own hr rules which do not fall inline with other banks around a duty of care to their colleagues. 
They have no union representatives to stand up for what’s right so they get away with a lot that they shouldn’t and bully colleagues out of the company. 
Colleagues get to fill in a colleague engagement survey, this is a fix as they tell you what to put to make them look good.
If you look at the media and the reviews on here you will realise this is a company to avoid as a customer and colleague.


Reshape your senior management with more experienced people
Re evaluate your HR policies as they are shocking
Remove the obvious ‘clique’ 
Invest time into your people instead of just saying you do
Stop shouting about progression when it’s minimal, especially now and going forward 
Get a union representative on board from external company
Stop wasting money on irrelevant things, no need for as many colleagues/managers within stores

When first starting out, there's about a month of training and preparation, this is when the role is amazing and it seems like a lovely working environment. This is the calm before the s*** storm! 

The role itself is intense and overly micro managed. Taking calls after calls non-stop has given me migraines, if you are off a call for more than 20 seconds... someone from management will message you asking why on earth you are not on calls. It's extremely over the top considering the call centre reps are doing all the work while management are "in meetings" and "busy" when a rep needs help. But to call people out for having a 20 second break between calls - they're always available for that!

The culture of the job is crazy, it literally feels like secondary school. I found myself stressing so much over things that are out of my control. People will talk about you behind your back, when you call in sick management will whisper and laugh about it, which I find despicable. There is 0 empathy from people that are there for "support". The job takes a toll on you even outside of work, to the point where I had major anxiety about going back to work following sick leave. 

Job progression is an absolute myth... like literally false promises x100. Management will stifle your progression within the company. You get a report (like school!) and if you get below a certain rating you won't be allowed to apply for other roles within the company. When by God's grace you are eligible to apply for other roles, you need to get your manager's permission! 

That brings me to the micro-management. The management is just a full blown joke, like I mentioned before you can't be off of calls for 20 seconds... imagine when you need to use the bathroom? You need to ask permission :) you want to grab a cup of water? You need to ask permission :) Want to have more than 20 seconds to have a breather between calls? You guessed it... you need to ask permission! There's a lot to be said about management, when raising this with HR and director level colleagues, literally nothing is done as they are all buddies. They would rather get rid of the reps as opposed to tell management to do their jobs properly. 

If you have other options please, please avoid this company. No job is worth you sacrificing your mental health. If you're as desperate as I was when I applied, best of luck to you!

I worked this job for around 6 months. When you initially start, they lure you in with a many promises of progression through the ranks in to banking. They even tell you that you will receive a chartered banker qualification. This is all a guise. There is little to no progression, just a few days of training through teams calls and online quizzes in order to handle more call types. There was no mention of the banking qualification after initial training finished, after I enquired it turns out it’s something you have to pay for yourself.
Metro bank seem to attract possibly THE worst customer’s of any high street bank. Dealing with lots of fraudulent customers and in turn suffer a lot of abuse and aggression down the phone. I once had a customer tell me they hope I die.

The micro management is crazy, you are constantly monitored. Every thing you do is being recorded in a system, even the amount of time you take on the toilet. You are unable to build relationships with colleagues as you are expected to constantly be taking calls, with no rest bite in between. If you leave to much time between calls, too much time on the toilet or too much time following up tasks between calls you are reprimanded. 
There is constantly targets to be hitting, but zero reward or recognition from doing so.
Extreme turn over of staff, seems people generally last around 6 months. It is a very high anxiety inducing environment.
The company try to brainwash employees by replacing generic call centre terms with their own vocab to try and build morale. This is part of trying to convince you that you are more than just a phone pig.
Poor pay, irregular hours with no continuity. Shift pattern/ times changes every day/week so pretty impossible to plan anything around work.
Colleagues are friendly but as I said, it’s hard to build any sort of relationship.
Management is mixed, seems as if all the good ones leave after a while.
Way too much work, micromanagement, responsibility and stress for the amount of money they pay you. 

It says alot that in the 9 months I was with this company, 4 people took long term sick leave. Please read this if you are considering applying for the CSR role. 

The pay is very low for the role, which is essentially 3 roles within one. Competitors offer around 3k more for similar roles. 

Theres a lot of questionable behavior within the banks from management, including constant mishandling of customer data and sometimes cash. 

Management themselves are professional micromanagers. I raised my concerns with the people team who stamped me down very quickly, saying "maybe you took it the wrong way".

The role itself is exhausting, you are expected to know it inside out straight out of training. Asking for guidance was usually met with push back from managers, where they'd tell you you should know it. This led to staff mishandling queries regularly as they had no choice. The CSR role is business and personal account opening and management as well as cashiering, like I said, 3 roles in one! I regularly experienced incidents like vaults not being properly locked, impersonators being given access to customer accounts and very questionable businesses being given accounts. 

The branches themselves are rife with cliquey hierarchy, and if you're not with the "in" crowd you will find it difficult. I experienced this in the 4 branches I worked in. The culture is very extroverted, they expect you to perform work chants in group meetings and in some cases perform dances for the exec team. I am not joking. If you refuse you are MADE to take part. The "culture" is so deep that I've witnessed staff being sent home to change because they "wore the wrong shade of red". The policy around what you wear to work is extremely strict however they provide NO uniform. 

Please reconsider any future applications for this joke of a bank. 



I left the company over a year ago. Started of well over 5 years ago but must have had at least 8 different line managers between that time. Last one was useless.
As hard as I tried to have a development plan and a way to become an LBM, others were looked at instead. The people you coach and train go ahead of you. Ethnic minorities have a slim chance of progression. You can "lick your manager's boots", be part of a clique group and get a promotion and that is suitable for young ones.
At one time I was discriminated by a colleague at work, even the managers knew what had happened after we clashed, at the end he ended up getting promoted once he had completed his fast track course while I struggled to get on it after two auditions having prepared for it, just to listen to useless excuses to why I had failed to get on it, but another girl who went through the same struggles got it instead.
When I first joined I heard how majority of the people promoted (over 65%) are females. TRUE! As long as you have a bum and blonde hair and are in your 20's, be sure of being a store manager within no time.

Unfortunately, we live at a time where it is "who you know" and not "what you know" or the experience you have anymore, and such is the culture here.
A couple of months after I leaving, I was given 7 days to find a new bank account and mine was closed. Ofcourse, if I wanted to know the reason, I had to write to the head office to find out. Unbelievable! Please avoid this bank as a customer and a potential employee!

Metro is very different from any other company I have worked for.I love the culture and everybody is employed mainly on personalities so everybody gets along as everybody that is employed has something fun and interesting to share! 
A typical day at work involves cashiering, constantly surprising and delighting customers and making sure everybody is having fun whilst working. I have learned to speak out and not be afraid to give an opinion on things that could be changed to make things easier for everyone. In this sense Metro is good, they always take comments on board and 99% of the time they appreciate the feedback and change processes to make life easier for us colleagues.
Management can be better.. sometimes managers struggle to balance between being a manager and making friends. Things can get difficult when there is no balance.
I love my co-workers, I am an easy girl to get on with so I get on with every single person I have worked with in Metro. Everybody is just fun and open so its great meeting new people because you know they were employed for a reason so there must be something fun or interesting about them.
There is not really a hard part of the job but I think the hours and shifts can get too much and the rota is changed daily so you can almost never plan things out of work because you are hardly ever on a set shift. This can affect your social life.
The most enjoyable part is the banter and the customers. Everybody just loves to have fun and we have weird games and competitions in store all the time so it creates a fun environment.

typical day of work sees you arrive 15 minutes early - perform shift duties as laid out by management for the day, as opposed to what the company SHOULD do as one cohesive unit - lunch breaks not set in stone, you may not have lunch if it is busy - you ALWAYS leave later than you agree, the culture expects you stick around for overtime, can be problematic if you dare to have a life outside of work - group whatsapp chat for your team means no break from the team chat and always aware of in store goings on, can be tiring when you are on holiday - management are amazing with weekly and monthly feedback sessions, you always know where to improve and it is constructive, however, if you work hard you will end up questioning why your hard work is not being rewarded when you are being praised monthly but see no reward, seen this deadly trap occur to many colleagues in my store - culture is positive and i respect it, but sometimes can be cringe inducing and way too animated for the financial environment - hardest part of the job is watching the culture take a back seat to trivial colleague dramas and game playing, the company has amazing potential but i feel i have outgrown the corporate structure they have in place. 

feels like they draw you in with promises and high energy group sessions, but the day to day work in stores never follows the corporate plans they teach you in training.

My job as a customer service representative involves understanding customers needs by discussing their banking requirements and suggesting a product that matches their needs. Therefore, I am dealing with all customer questions which includes, opening customer accounts (current and savings) and informing customers about the different reasons why they should consider a switch over to Metro Bank from their current bank.

As an ambassador of Metro Bank I thrive myself in my ability to surprising and delighting the customer every step of the way by going above and beyond their expectations. This is achieved by offering superior customer services and offering them products and services that differentiate Metro Bank from others, for instance safe deposit boxes, magic money machine (free coin counting machine), making decisions for credit and debit cards instantly and printing them in store, a local UK call centre, free 7 day switching service and 7 day retail banking model.

I take ownership of a customers issues and make sure that I personally deal with them in an efficient and effective manner. This involves listening to customers problems and deciding the best course of action, communicating with different departments in order to chase the problem, communicating with customers through emails and letters and at the end surprising the customer with things like a Metro goodie bag.

Metro Bank left very bad taste in my mouth. 
Although I think they have a great product, especially the free transactions in EU card account, the company itself is not great to work for. 
The managers do only what benefits them and often take credit for our achievements. There is a brown nose culture accros the whole company. 
You will do unpaid overtime and work over your lunch. Work life balance is non existent at Metro. 
The company is trying to brainwash you to think you won a jack pot getting a job there. Its far from it in reality. 

 Some of the colleagues and customers were amazing and thats the only reason I lasted there for just over 3 years. There is a progression path but only as it suits the management team in your branch. 
Its a very busy, stressful and you hardly get rewarded for your hard work, usually managers focus on flaws and smallest possible errors during feedback and 1 to 1's.
 All colleagues I worked with left the company by now, which to me proves that its badly managed in terms of staff members. 
Also, the salary its shocking, below London living wage! Come on Metro! 
I think its a good place to learn, pick up new skilss especially if you want to stay in banking and move on to better paid job. You also might be lucky to have a good manager, who will help you progress. I only saw a handful of those there tho. 


At the start, everything at Metro Bank seemed positive — the training was engaging, and the team environment felt supportive. However, as the weeks went on, a lot of important information came to light that should have been clearly communicated during the interview process.

We found out through other colleagues, not managers or training staff, that we would be required to work weekends and even Christmas Day. This was never mentioned in interviews. Shift expectations were also unclear — some days you’d finish at 8pm and be expected to start again at 8am the next morning. There were periods of working four days in a row, having just one day off, then going straight into another three-day block.

Important things like how to access payslips, book holidays, or use essential systems weren’t shown to us until about five weeks into the job, which caused unnecessary stress and confusion.

Another major issue was the rota constantly changing. You could check your schedule one day, and the next day it would be different — sometimes adding weekend shifts with no prior notice, leaving you to adjust your plans last minute.

Overall, while the initial experience was promising, the lack of transparency, poor communication, and inconsistent scheduling made the job much more challenging than expected.

Top Job Titles	Average salary
Customer service representative 43 salaries reported	£26,960 per year
Direct sales representative 3 salaries reported	£26,680 per year
Cashier 4 salaries reported	£22,900 per year
Specialist 3 salaries reported	£33,000 per year
Assistant store manager 7 salaries reported	£33,357 per year

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