Ideas
Projects
Sectors
Services
Project
Metro Bank
Creating a national contact centre to deliver exceptional customer service
UK South
12,000
sqft
Workplace
Creating a national contact centre to deliver exceptional customer service
UK South
12,000
sqft
Workplace
Outcomes
Challenge
People
Recognised as one of the 100 Most Loved Workplaces in the UK in 2023 by Newsweek.
Insight
Place
Repurposed existing, redundant space.
Solution
Planet
We incorporated biophilic design elements, which not only absorb sound but also positively influence employee well-being and productivity.
Recognised as one of the 100 Most Loved Workplaces in the UK in 2023 by Newsweek.
Repurposed existing, redundant space.
We incorporated biophilic design elements, which not only absorb sound but also positively influence employee well-being and productivity.
Creating a national contact centre to deliver exceptional customer service.
A business transformation
Metro Bank, the UK’s first challenger bank, is a growing organisation which prides itself on bringing out the best in their colleagues.
As part of their digital transformation, Metro Bank were opening a new contact centre in Bristol – ‘AMAZE Direct’ – a space where employees can connect with their team, brand and customers differently. In a fiercely competitive market, it was crucial for Metro Bank to deliver an unrivalled working experience for their employees.
The new AMAZE Direct contact centre occupies the top floor of the building, with the training and development area on the middle floor, and the Metro Bank store on the lower floor. Moving away from a traditional office layout, this new space encourages employees to immerse themselves in the brand, as they walk through the store each day.
The variety of settings, including desks, breakout areas and tech-enabled huddle spaces, gives employees the best possible experience to connect both in the office and across a distributed workforce.
The new office space needed to embody their company values:
Attend to every detail
Make every wrong right
Ask if you’re not sure – Bump It Up!
Zest is contagious – Share It!
Exceed expectations
Inspire colleagues to create fans
Nurture colleagues so they grow
Game change because this is a revolution
Creating a sense of brand connection
What sets Metro Bank apart is their dedication to ensuring their people feel a sense of belonging.
The building’s layout encourages employees to connect to one another, the brand and their customers. The AMAZE Direct contact centre is on the top floor, the training and development area on the middle floor, and their store on the lower floor. To get to the contact centre, employees need to walk through the store, immerse themselves in the brand and see their customers.
A space to learn and develop
Metro Bank works hard to retain its talent, by encouraging people to feel a part of their growing organisation through development opportunities.
We designed bespoke curved desks with unobtrusive legs for ‘shoulder surfing’, so managers and employees can sit next to one another. This offers better opportunities for coaching and creates a more connected team.
We’re thrilled to be opening our first contact centre in the South West. Our new colleagues are passionate and knowledgeable and I know they will make a real difference to our customers’ experience.
Aisling Kane, Metro Bank Chief Operating Officer
An AMAZE-ing work experience
The new AMAZE Direct contact centre is fresh, bright and airy, with open-plan spaces that encourage movement, collaboration, productivity and shared learning.
We incorporated biophilic design, running planting solutions throughout the middle of the desks. This not only positively impacts workers’ happiness and productivity but also diffuses sound, making for a better customer experience.
The variety of settings (desks, breakout areas and tech-enabled huddle spaces) gives employees the best possible experience to connect both in the office and across a distributed workforce.
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