Welfare Support Specialist

1 month ago

Southampton, Southampton, United Kingdom Starling Bank Full time
About Starling Bank

We're a fully licensed UK bank with a culture and spirit of a fast-moving, disruptive tech company. Our mission is to radically reshape banking by bringing together people of all backgrounds and experiences who love working together to solve problems.

Role Overview

As a Welfare Support Advisor, you will provide care and guidance for our customers with complex, additional needs. This role focuses on speaking to customers over the phone to discuss their needs & options for support.

Key Responsibilities
  • Provide exceptional customer service by offering solutions to help and benefit customers in need of specialist support.
  • 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.
Working Arrangements

We have an in-person training period for 6 weeks onsite. After this period, the role will be hybrid with around 2-3 days per week spent in the office.

Requirements
  • 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 & Experience
  • Confidence to communicate with customers over the phone.
  • 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
  • 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.

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