Read about our journey before meeting with us. The start date we are working towards is Monday 18th August and Monday 15th September.
Training for the role:
We have a 6-week training programme which is run from the office, so you'll need to be able to commit to being in the office every day for your first 6 weeks with us. The training provides all the skills and support needed to succeed at Starling!
Training options:
1. 9:00 - 17:30 Monday - Friday for 6 weeks, all office based.
2. 9:00 - 17:30 Monday - Friday for 2 weeks followed by 17:00 - 23:00 Monday - Friday for 4 weeks, all office based.
Your responsibilities will include:
* 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 within the contact centre.
* Actively seeking to improve processes and workflows.
* Working well within a dynamic team environment.
* Understanding what great customer service looks like, even outside a contact centre environment.
* Comfortable talking to customers through various channels and not afraid to pick up the phone.
* Having excellent written and verbal communication skills.
* Adapting to a changing environment as no two days are the same.
* Dealing with challenging interactions with resilience, especially with irate or unsatisfied customers.
* Having basic IT skills to navigate laptops (usually Apple Mac) and systems.
We offer hybrid working: around 60% in the office and 40% from home. Your application form will capture your shift preferences.
The recruitment process:
After reviewing your application, we will contact you regarding next steps, which may include a call or recording a video. If suitable, you'll be invited for a final interview with a Team Leader, involving Q&A, role play, and a written exercise.
We value passion for our product and focus on quality customer service over strict targets. Regular feedback ensures you deliver the best service. We do not offer bonuses or incentives, emphasizing intrinsic motivation.
Salary and shifts:
The starting salary is £26,500 pro-rata. We seek customer-obsessed individuals of all backgrounds and experience.
Shifts are evenings, 25 hours weekly (5 x 5-hour shifts), between 5 pm - 12 am, Monday to Sunday. Our contact centres operate 365 days a year, with at least 6 weeks' rota notice.
Benefits include:
o 25 days holiday plus public holidays, with an extra day for your birthday.
o Holiday increase with service, buy/sell options for up to 5 days.
o 16 hours paid volunteering annually.
o Salary sacrifice, pension scheme.
o Life insurance (4x salary).
o Private Medical Insurance with mental health and cancer support.
o Partner discounts, family-friendly policies, Perkbox membership, and wellness initiatives.
About us:
We welcome applications from those unsure if they meet every requirement. Our mission is to reshape banking with a diverse and inclusive team. Starling Bank is an equal opportunity employer, considering all applicants without regard to race, religion, age, sex, gender identity, sexual orientation, disability, or veteran status.
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