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Director of Customer Resolution

1 month ago

Manchester, United Kingdom Starling Bank Limited Full time

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

About the role:

At Starling Bank, the customer always comes first and this is an important quality we look for in all our colleagues. We're looking for a Director of Customer Resolution to join our complaints Management team to strategically lead the complaints department and ensure that we are delivering good outcomes for our customers. The Director of Customer Resolution will be responsible for establishing and embedding the right operating model, framework, tools and capabilities for effective end to end regulated complaints management for Starling Bank.

A key part of this role is being accountable for ensuring compliance with regulatory requirements, delivering good customer outcomes and driving a reduction strategy through the effective use of root cause data.

This is a strategic role that will work with industry bodies such as the Financial Ombudsman to share best practice and forge strong and productive relationships.

If you have demonstrative experience leading a complaints function within an FCA regulated environment, we want to hear from you

This role is certified under the Senior Manager Certification Regime; a Fit and Proper assessment will be conducted for the successful candidate.

Working arrangements:

The successful candidate must be within commutable distance to Manchester. The first 6 weeks will be spent on site, moving to 2-3 days per week after this period. The Complaints team are based across all four of our operational sites (Cardiff, London, Manchester & Southampton), travel between sites will be required.

Key Responsibilities:

  1. Develop and maintain the complaints handling framework for Starling as it continues to grow and serve more customers. Responsible for the maintenance of all procedures, templates and communications with customers, in line with agreed policies.
  2. Lead a team of circa 100 complaint handlers through seven team managers; managing complaints, providing high quality resolution of customer service issues, taking a customer centric approach to remedial actions and delivering high quality communication to our customers on the outcome of complaints.
  3. Lead individuals and groups through strategic change and/or organisational change.
  4. Responsible for the recruitment, development and performance management of the team and ensuring we have the right capability to meet our customer needs including subject matter experts.
  5. Ensure all cases are dealt with within agreed timelines / SLAs and always within regulatory timescales, through efficient management of the caseload. Ensure appropriate monitoring, reporting, and MI production to evidence this.
  6. Influence, collaborate and work with internal stakeholders such as Risk, (to ensure we meet regulatory requirements) and Legal (for resolving more complex disputes) and others as needed.
  7. Drive Bank engagement with FOS and all relevant external third parties.
  8. Undertake root cause analysis to drive improved solutions and service longer term, working with stakeholders across the organisation to deliver such.

Behaviours and Competencies:

  1. High level of integrity, energy and sense of urgency to make things happen.
  2. Experience of leading a large team in a financial services environment.
  3. Knowledge of complaints handling processes in a regulated environment.
  4. Excellent communication and influencing skills to manage relationships and drive positive change to enhance the customer journey.
  5. Flexibility to work in ambiguous situations and support customer and business priorities.
  6. Experience in collaborating effectively across a variety of business areas.
  7. Enthusiasm for driving forward service improvements with the tenacity to overcome any obstacles.

Skills:

  1. Ability to communicate effectively in a variety of media (written and verbal) to a wide range of audiences - customer, stakeholders, external bodies.
  2. Analytical skills to investigate, collate and evaluate information.
  3. Ability to take a problem solving approach and to analyse information and situations and generate recommendations and solutions.
  4. Ability to work under pressure and manage competing priorities.

About us:

Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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