Customer Support Specialist

4 months ago

Cardiff, United Kingdom Starling Bank 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 2,500 people across our London, Southampton, Cardiff and Manchester offices.
As a Customer Support specialist, you will provide care and guidance for our customers with complex, additional needs.
The role will help us to develop our processes in order to improve the customer journey and deliver good outcomes.
This role will do the first 6 weeks full time in the office, followed by 2 days a week after this period.
This role will close on Friday 11th August.

**Key Accountabilities and Responsibilities**:

- Support our customers with additional needs by providing an empathetic and bespoke service to enable them to manage their account.
- Provide support and guidance to other departments and colleagues across the Bank.
- Capture and maintain detailed and accurate customer records.
- Work with third parties to aid in developing expertise and business understanding of customer vulnerabilities.
- Build and maintain effective working relationships with colleagues.
- Identify areas for process, policy and service improvements.

**Requirements**:
**Behaviours & Competencies**:

- Integrity
- Always do the right thing for our customers, colleagues and Starling.
- Resilience -An individual with the ability to handle complex issues.
- Passionate about helping customers with additional needs.
- Maintain own knowledge of regulatory requirements and best industry practices.
- A positive “can-do” attitude whilst working in a changeable, fast paced environment.
- Proactive and self motivated.

**Skills**:

- Ability to interact professionally and empathetically with customers.
- Ability to plan and prioritise in a changing, busy environment.
- Effective communication style that’s adaptable to a diverse range of customers and colleagues.
- Excellent administrative skills
- Good problem solving skills

**Benefits**:
**Benefits**:

- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- 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, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

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