Customer Onboarding Team Lead

4 months ago

Cardiff, United Kingdom Starling Bank Full time

We are a leading digital bank on a mission to disrupt the banking industry. We've built an app with smart money management tools to help our customers live a healthier financial life.

**About the role**:
As our customer numbers continue to grow, so does our need to hire fantastic people to serve them. Our customer onboarding team are our greatest asset - representing Starling to the people, and businesses, that rely on us to help manage their financial lives. As a Customer Onboarding Team Lead, your team will be responsible for ensuring our customers have a great first experience with us, opening personal or business current accounts.
Team Leads are critical to the success of our Operations department. As a team leader, you’ll inspire and motivate your team to give the best service to our customers. Leading from the front, you’ll showcase your finely tuned customer service skills on a daily basis. Not only that, we’ll be looking to you to share solutions that will make our's, and our customers lives, better.

Everyone at Starling gets the chance to own interesting things from day one, and we’re told one of the best things about working here is the ability to achieve a lot in a short space of time.

**Shifts & Working Arrangements**:
We enable our customers to manage their money 24 hours a day, 7 days a week. Whenever they need us, we will be there. We are looking for people who can commit to between 1.30pm-10pm Saturday and Sunday.
The initial training will be in the office full time for 4 weeks (Monday - Friday 9:00 - 17:30), with ongoing training from the team integrated in a flexible way.

**Your responsibilities will include**:

- Positively influence and contribute to the team culture.
- Motivate, coach and develop staff.
- Performing a risk assessment on new account applicants (customers and/or businesses).
- Show ownership and accountability for offering solutions to benefit our customers and the business.
- Drive continuous improvement ethos within the contact centre and the business.
- Actively improve processes, workflows and service to our customers.
- Coordinating with key stakeholders and senior management.
- Conducting Quality assurance for the team.
- Preparing and distributing reports to the wider business.

What would my team's responsibility be?

**Personal**:
**Business**:
Which team will I join?

**Requirements**:

- Onboarding experience within a banking environment would be highly desirable.
- This role would suit someone with a strong administrative background
- A strong desire to help customers
- Diligence - you understand the importance of doing things right first time
- Inquisitive - the ability to research and make an informed decision
- A demonstrable interest in businesses, through study or work experience, is beneficial
- Ability to balance workload and deal with multiple priorities.
- Aptitude to work with a team in a changing environment.

**Benefits**:

- 25 days holiday (plus take your public holiday allowance whenever works best for you) pro-rata
- An extra day’s holiday for your birthday
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary
- Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
- Generous family-friendly policies
- Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
- Access to initiatives like Cycle to Work and Salary Sacrificed Gym partnerships

**About Us**:
We’re on a mission to radically reshape banking - and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.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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