Director of Retail Customer Service

1 week ago

Cardiff, United Kingdom Starling Bank Full time

This will focus on personal customers and micro enterprises with less complex banking needs.

**Role responsibilities**:

- Deliver best-in-class customer experience.
- Planning and managing resources effectively and driving process efficiency.
- Managing rapid customer base growth rate.
- Inspire trust and confidence in individuals and teams.
- Develop the talented customer service teams from induction onwards to broaden their expertise and build careers within the bank and help create the next generation of Starling leaders.
- Act as the voice of the customer and collaborate on cross-functional initiatives helping develop Starling’s products.
- Help shape strategic priorities for retail customer service and present these to Executives and the Board
- Collaborate and work closely with engineering, technical operations and banking leadership to ensure strategic plans are delivered.
- Challenge the current operating model and ways of working within the department and wider organisation.
- Support the Executive in ensuring regulatory compliance of customer service operations (e.g. Treating Customers Fairly, Consumer Duty of Care) and constantly challenging this

**Requirements**:

- Customer service experience in a large scale, growing operation
- Relevant and extensive regulatory knowledge for retail banking
- Analytical skills - the ability to use and interpret data to drive solutions

**Benefits**:

- 25 days holiday (plus public holidays or opt out and use them when works for you)
- An extra day’s holiday for your birthday
- 16 hours paid volunteering time a year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary
- 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
- 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 and Salary Sacrificed Gym partnerships

**About Us**:
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.
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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