Strategic Welfare Support Director

4 days ago

Southampton, Southampton, United Kingdom Starling Bank Limited Full time

About Starling Bank:


We


are committed to fostering a culture of inclusivity and support. As a key member of our Welfare Support function, you will play a vital role in ensuring that our customers with additional needs receive exceptional care and attention.


You will be responsible for leading a team of dedicated Welfare Support Advisors, driving the vulnerable customer agenda across our business units, and implementing the vulnerable customer framework. Your expertise will be essential in developing and maintaining processes, procedures, and communications that meet the needs of our customers.


Key Responsibilities

  • Oversee the performance of your area, ensuring high standards of quality, service levels, resourcing, and recruitment
  • Develop and implement strategies to enhance the customer experience, driving engagement and satisfaction
  • Collaborate with internal stakeholders, including Compliance, Legal, and others, to ensure seamless delivery of our services
  • Provide guidance and support to colleagues and customers on complex escalations, ensuring a resolution-focused approach
  • Create a positive and inclusive work environment, attracting and retaining top talent

Working Arrangements

We offer a flexible working approach, with a hybrid model that balances in-person and remote work. Our in-person training period is 6 weeks, followed by 10 days spent in the office per month. You will be expected to travel occasionally to our sites in London, Cardiff, Manchester, and Southampton.


Skills and Experience

  • Proven experience in leading high-performing teams, with a strong track record of supporting customers with additional needs
  • Experience in managing change and future planning, with a focus on operations teams

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 increases 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
  • Partnership benefits, including discounts with Waitrose, Mr & Mrs Smith, and Peloton
  • Generous family-friendly policies
  • Incentives, including a refer-a-friend scheme
  • Perkbox membership, offering retail discounts, a wellness platform, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships, and Electric Vehicle leasing

Diversity and Inclusion

Starling Bank is an equal opportunities employer, committed to fostering diversity and inclusion in the workplace. We celebrate individuality and welcome applications from all backgrounds. By joining our team, you will be part of a dynamic and supportive community that values equality, respect, and inclusivity.

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