Customer Service Team Member

5 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.
Our customer service department is at the core of our success. As the point of contact for our customers, being able to respond to their needs in an efficient and timely manner is what helps set us apart from the competition.
Here at Starling we truly put our customers first, we’re different from other contact centres in that we don’t have strict targets, we do this as we really want our customer service team members to focus on quality. You'll receive regular feedback to ensure you're giving our customers the best possible service. We don’t offer bonuses or incentives, we want to hire people who are driven to do the best for our customers.
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.
The starting salary for this role is £24,500. We're looking for customer obsessed people, regardless of your background & experience if that's you, we want to hear from you

**The shifts**:
We enable our customers to manage their money 24 hours a day, 7 days a week. Whenever they need us, we will be there.
This is a full-time role (37.5 hours per week) with shifts ranging between Monday and Sunday. The hours are 3.30pm - Midnight, 5 days per week.

**The recruitment process**:
After the call, if the role seems like the right fit, we will invite you for a final stage video interview with a Team Leader from our Customer Services team. They will be able to give you even more insight in to the role and life at Starling and talk to you about your experience and love of customer service

We’re looking for people who are passionate about us and our product, so check out our App or read about our journey before meeting with us.

**Training for the role**:
We have a great training programme to get you started on your journey, the first 6 weeks is run from the office (Monday - Friday 9am - 5.30pm) so you'll need to be able to commit to being in the office every day for your first 6 weeks with us. The training gives you all of the skills and support you need to succeed at Starling

**Your responsibilities will include**:

- Showing ownership and accountability for offering solutions that help and benefit our customers.
- Maintaining high service standards and continually improving the service to our customers.
- Responding to customer complaints and escalating issues as necessary.
- Supporting continuous improvement ethos within the contact centre.
- Actively seeking to improve processes and workflows.
- Working well within a dynamic team environment.

**Requirements**:

- Working in a contact centre environment is not essential - showing us you understand what great customer service looks like is.
- Comfortable talking to customers however they choose to reach out. Don’t be afraid to pick up the phone
- Excellent written and verbal communication skills.
- No two days here are the same - you should be comfortable working in a changing environment.
- We will offer lots of training and guidance but Starling is a FinTech organisation and therefore colleagues need basic IT skills to navigate our laptops (usually Apple Mac) and systems.

**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. 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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