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Customer Resolution Director

1 month ago

Manchester, United Kingdom Starling Bank Full time

About the Role:

We are seeking a highly skilled and experienced Customer Resolution Director to join our Complaints Management team at Starling Bank. As a key member of our team, you will be responsible for leading the complaints department and ensuring that we deliver good outcomes for our customers.

Key Responsibilities:

  • Develop and maintain the complaints handling framework for Starling Bank.
  • Lead a team of complaint handlers and manage complaints, providing high-quality resolution of customer service issues.
  • Collaborate with internal stakeholders to ensure compliance with regulatory requirements.
  • Drive Bank engagement with FOS and external third parties.
  • Undertake root cause analysis to drive improved solutions and service longer term.

Requirements:

  • High level of integrity, energy, and sense of urgency to make things happen.
  • Experience of leading a large team in a financial services environment.
  • Knowledge of complaints handling processes in a regulated environment.
  • Excellent communication and influencing skills to manage relationships and drive positive change.
  • Flexibility to work in ambiguous situations and support customer and business priorities.

About Us:

Starling Bank is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. 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.