Complaint Handler
7 days ago
In this role, you'll provide an excellent customer experience by taking a proactive approach to investigating and resolving a complaint; ensuring a fair outcome.
**Responsibilities**:
- Balancing priorities
- manage a pipeline of complaints
- Take ownership of complaints and make sure that fair outcomes are achieved for our customers.
- Empathise and acknowledge the customer's concerns; communicate regularly as you investigate and resolve the complaint.
- Adapt to changing requirements which evolve as part of a growing business
- Work in conjunction with company policy and procedures
- Build and maintain effective working relationships with colleagues
- Identify areas for process, policy and service improvements
**Requirements**:
**Behaviours & Competencies**:
- Resilience and positivity-An individual who views a situation with logic and perspective.
- Integrity
- Always do the right thing for our customers, colleagues and Starling.
- A positive “can-do” attitude whilst working in a changeable environment.
- Effective communication style that’s adaptable to a diverse range of customers.
- The ability to listen and ask questions that get to the root cause of the problem.
- Proactive and self motivated.
**Skills**:
- Good judgement skills and the ability to make evidence-based accountable decisions.
- Proactive and demonstrable problem-solving skills
- Ability to plan and prioritise in a changing, busy environment.
- Excellent administrative skills
**Benefits**:
- 33 days holiday (including public hols). You’ll also get your birthday on us
- 16 hours paid volunteering time a year
- Family friendly leave policies
- Private Medical Insurance with VitalityHealth
- We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more
- Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership
- Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme
- Gym membership options
- Season ticket travel options
- Full details are available on our careers site
**About us**:
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. We also offer groundbreaking B2B banking and payments services.
Since our launch in 2014, we’ve opened almost three million accounts including 480,000 business accounts for small and medium-sized enterprises (SMEs).
We’re a fully licensed UK bank and we have the culture and spirit of a fast-moving, disruptive technology company. We’ve been voted Best Current Account for the last five years running, named Which? Banking Provider of the Year for the last two and we were the most switched to bank in 2021. We employ more than 1,800 people across our London, Southampton and Cardiff offices.
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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