Welfare Support Specialist

4 weeks ago

Cardiff, Cardiff, United Kingdom Starling Bank Limited 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 demystify money for everyone by providing a fairer, easier-to-use banking experience.

Role Overview

As a Welfare Support Advisor, you will play a critical role in providing care and guidance for our customers with complex, additional needs. Your primary focus will be on speaking to customers over the phone to discuss their needs and 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.
  • Collaborate with other departments and colleagues across the Bank to ensure seamless support.
  • Identify areas for process, policy, and service improvements to enhance the customer journey.
Working Arrangements

We offer a hybrid working arrangement, with 2-3 days per week spent in the office. Our in-person training period is 6 weeks onsite, providing you with the best start at Starling.

Requirements
  • Passionate about helping customers with additional needs.
  • Maintain own knowledge of regulatory requirements and best industry practices.
  • Confidence to communicate with customers over the phone.
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.
  • 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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