Overnight Customer Onboarding Team Lead

6 months ago

Southampton, United Kingdom Starling Bank Full time

As our customer numbers continue to grow, so does our need to hire fantastic people to serve them. Our customer onboarding team members 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.

**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.

**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. The role is for a full time overnight position, 37.5 hours per week, Friday - Monday every week, 9pm - 7.30am.

You will need to be able to commit to training on a full time basis in the office from 9am-5.30pm for 6 weeks before moving to overnight shifts. After this you will be in the office one day per month.

**Requirements**:

- Experience of managing a team in a financial services environment.
- Ability to train team members and adapt to training styles.
- Ability to adapt to, and lead people through change.
- Knowledge of the regulatory requirements of KYC and KYB.
- KYC and KYB experience within a financial institution.
- Understanding of CIFAS and SIRA.
- Knowledge of Money Laundering Regulations and JMLSG guidance.
- Excellent written and verbal communication skills.
- Ability to balance workload and schedules with multiple priorities.
- Flexibility to work when required to provide 24/7/365 support.
- Management of key stakeholders and ability to communicate at all levels of the business.

**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 and Salary Sacrificed Gym partnerships

**About Us**:
We’re on a mission to radically reshape banking - and that starts with our brilliant team. We know that our bank is only as good as the people who build it. From customer support and engineering to marketing and business development, 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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