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Retail Chargeback Team Lead

8 months ago

Manchester, 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.
Our aim is to give customers clarity and control over their money, by allowing customers to manage it entirely through the Starling banking app. We are looking for a Retail Chargeback Team Lead to join our team on a full-time basis and support our growth for a next generation, digital bank
This team currently works between 9am-5:30pm, Monday - Friday.
Applications for this role will close on 12/09.

**Responsibilities include**:

- Leading a team of Dispute Associates, who are responsible for supporting customers through dispute resolution.
- Organising daily tasks amongst the wider team to ensure that SLAs are met.
- Providing guidance and support to team members through regular coaching and feedback sessions.
- Being a point of escalation for team members to discuss complex cases, high value transactions and complaints.
- Keeping up to date with Mastercard Chargeback rules to ensure claims are submitted correctly.
- Working closely with the Card Disputes Manager to implement changes to improve team efficiency.
- Responsible for taking ownership of ad hoc tasks and projects relating to Retail Disputes.
- Working closely with internal stakeholders to drive improvements for the team.
- Performing analysis of weekly and monthly figures to report to Card Disputes Manager and Head of Payments & Reconciliations.
- Participating in and leading team meetings to discuss updates, daily plans and other projects.

**Requirements**:

- Excellent communication skills, both written and oral.
- Experience in financial services or a similar environment.
- Experience of Retail card disputes would be desirable, but not essential as full training will be given.
- Experience in people management would be preferable, but not essential
- Enthusiastic and adaptable to a rapidly changing environment.
- Strong team worker who is also able to work alone to achieve their goals.
- Ability to balance workload and deal with multiple priorities.

**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 & group income protection
- 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
- Incentives refer a friend scheme
- 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

**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.