Overview
Starling Bank is a leading digital bank on a mission to disrupt the banking industry. We have built an app with smart money management tools to help our customers live a healthier financial life. Our Customer Service Team Members are key to our success, representing Starling to customers who rely on us to manage their financial lives.
Responsibilities
* Providing exceptional customer service via phone, email, live chat and social media.
* Showing ownership and accountability for offering solutions that help and benefit our customers.
* Maintaining high service standards and continually improving the service to our customers.
* Responding to customer complaints and escalating issues as necessary.
* Supporting continuous improvement ethos within the contact centre and actively seeking to improve processes and workflows.
* Working well within a dynamic team environment.
* Comfortable talking to customers however they choose to reach out and be proactive in engaging via phone when needed.
* Excellent written and verbal communication skills.
* No two days are the same; you should be comfortable working in a changing environment.
* Demonstrate resilience when dealing with difficult conversations, including with irate or unsatisfied customers.
Qualifications
* Ability to navigate our laptops (usually Apple Mac) and systems; basic IT skills are required.
* Strong communication skills, both written and verbal.
* Customer-obsessed mindset with a focus on delivering quality service rather than strict targets.
Employment Details
* Starting salary: £26,500 pro-rata.
* Shifts: Evenings - 25 hours per week (5 x 5 hours shifts), 5pm–12am, 7 days a week. Contact centres open 365 days per year.
* Hybrid working: approximately 60% in the office and 40% from home; rota provided at least 6 weeks in advance.
* Training: 6-week office-based training program. Options: 1) 9:00–17:30, Monday–Friday for 6 weeks; 2) 9:00–17:30 Monday–Friday for 2 weeks, then 17:00–23:00 Monday–Friday for 4 weeks.
* Benefits: 25 days holiday (plus public holidays), extra day for your birthday, ability to buy/sell up to five extra days, 16 hours volunteering time, pension, life insurance, private medical insurance with VitalityHealth (mental health and cancer care), partner discounts, family-friendly policies, Perkbox, Cycle to Work, and gym partnerships.
* Additional information: Starling Bank is an equal opportunity employer; we prohibit discrimination and are committed to fostering diversity and inclusion in the workplace. By submitting your application, you agree to Starling Bank collecting your personal data for recruiting and related purposes.
Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your information, and the rights you can exercise over our use of your information.
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