Customer Experience Specialist

3 weeks ago


Cardiff, Cardiff, United Kingdom Starling Bank Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Specialist to join our team at Starling Bank. As a Customer Experience Specialist, you will be responsible for providing an excellent customer experience by taking a proactive approach to investigating and resolving complaints. You will ensure that fair outcomes are achieved for our customers, empathize and acknowledge their concerns, and communicate regularly as you investigate and resolve the complaint.

Responsibilities
  • Balancing priorities and managing a pipeline of complaints
  • Taking ownership of complaints and ensuring fair outcomes are achieved for our customers
  • Empathizing and acknowledging customer concerns, and communicating regularly as you investigate and resolve the complaint
  • Adapting to changing requirements and working in conjunction with company policy and procedures
  • Building and maintaining effective working relationships with colleagues
  • Identifying areas for process, policy, and service improvements
Requirements
  • Resilience and positivity, with the ability to view a situation with logic and perspective
  • Integrity, always doing the right thing for our customers, colleagues, and Starling
  • A positive 'can-do' attitude, with the ability to work in a changeable environment
  • Effective communication style, 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
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 and group income protection
  • Private Medical Insurance with VitalityHealth, including mental health support and cancer care
  • Partner benefits, including discounts with Waitrose, Mr&Mrs Smith, and Peloton
  • Generous family-friendly policies
  • Incentives, including a 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, including Cycle to Work, Salary Sacrificed Gym partnerships, and Electric Vehicle (EV) leasing


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