Head of Complaints Operations, Starling Bank
Mobile-first bank offering personal, joint and business accounts
Posted today
Mobile-first bank offering personal, joint and business accounts
1001+ employees
Posted today
1001+ employees
Company mission
To solve our customer's problems - and build the best bank in the world.
Role
Who you are
- If you have demonstrative experience leading a complaints function within a regulated environment, we want to hear from you
- Experience of leading a large cross site teams in a customer service environment
- Knowledge of complaints handling processes including regulatory requirements
- Enthusiasm for driving forward efficiency, quality and service improvements with the tenacity to overcome any obstacles
- Ability to communicate effectively in a variety of media (written and verbal) to a wide range of audiences - customer, stakeholders, external bodies
- Analytical skills to investigate, collate and evaluate information
- Ability to take a problem solving approach and to analyse information and situations and generate recommendations and solutions
- Ability to work under pressure and manage competing priorities
What the job involves
- The Head of Complaints Operations will form part of our Customer Resolutions Management team and will lead our complaints operations function
- The role holder will lead and maintain the complaint handling framework for Starling Bank, focusing on a customer centric approach
- This is a role which will work with and influence stakeholders across the bank to ensure a collaborative and consistent approach is delivered to drive longer term service improvements
- Lead and motivate a team of dedicated Operations managers and complaint handlers to ensure we continue to deliver high quality good customer outcomes
- Drive, develop and implement powerful cross team relationships to deliver efficiency across the complaint handling journey
- Review and maintain all complaints related process and procedure manuals ensuring they comply with FCA standards and industry best practice
- Promote a high performing continuous improvement culture that delivers excellence in customer service
- Take full ownership of end to end complaint handling, overseeing adherence to internal processes ensuring complaints are resolved at the earliest opportunity
- Influence, collaborate and work with internal stakeholders such as Risk, (to ensure we meet regulatory requirements) and Legal (for resolving more complex disputes) and others as needed
- Recruit, develop and performance manage to ensure we have the right capabilities and skills to meet our customer needs
- Ensure the complaints operation is “fit for the future” and aligned with the delivery of strategic initiatives across the wider operations function
Application process
- Closing date - 5pm, 23rd June 2025
Our take
Starling started life focused on consumer banking, it has since found most of its success by competing in the business banking space. Its caught up with Tide and beaten the likes of Monzo and Revolut to a more complete offering for businesses.
This progress resulted in the company receiving a £100M grant in April 2019 from a body created to boost competition in SME banking, which it has used to accelerate building a full suite of digital banking products: intelligent forecasting tools, and digitally-enabled relationship management functions, as well as lending products. Since then, it has gone on to raise significant rounds of funding with leading investors such as Goldman Sachs.
As well as continuing to expand in the UK, its expanding in Europe. And its imminently launching an international bank in Dublin, which has allowed it to offer its current account across the European Union post-Brexit
Banking for small businesses has historically been ignored, even though the experience is poor. Starling is in tune with knowing what its customers want, and continues to build out its range of third-party products within its banking app thanks to support from its open API. Having achieved profitability, it currently has 26 integrations, including Xero, but that figure continues to grow.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 11 rounds)
Apr 2022
$177.2m
LATE VC
Jun 2021
$47.6m
LATE VC
Total funding: $1.2bn
Company benefits
- Time off: 25 days holiday, plus your birthday as an extra freebie. You can also opt out of bank holidays and take them when works for you!
- Health insurance: Private health insurance with Vitality Health, one of the UK's leading private medical insurers
- Pension scheme
- Paid volunteering leave: We encourage all our employees to give back. You can take up to 16 hours paid leave a year, specifically to help causes meaningful to you
- Gym & cycle to work schemes: We offer discounted gym memberships and cycle to work schemes through salary sacrifice
- Perkbox: For a wide range of retail, entertainment and leisure discounts (as well as cash back) at a huge variety of businesses
Articles
Leadership
Anne Boden
(Founder)Held senior roles in finance over a 30 year career, including COO for AIB and Head of EMEA for RBS. Was CEO of the company for 9.5 years.
Raman Bhatia
(Group CEO)Previously CEO of OVO, Board Member at Bud, Head of Digital Bank (UK) at HSBC and VP at HouseTrip, among other roles.
Diversity, Equity & Inclusion at Starling Bank
Manuela Torrijos-Simon (Group Financial Controller)
- In the spirit of Aiming for Greatness and Doing the Right Thing, we want to be the bank with the best approach to Diversity and Inclusion
- The Always Open Forum at Starling empowers employees to come together and own their areas of interest, supporting their agenda both internally and externally
- The forum creates a safe space for conversations about all Diversity and Inclusion topics, with the spotlight currently on 3 focus areas; Race and Ethnicity, LGBTQ+ and Mental Health.
- We’re about to launch a new group to support Disability, and all of these teams help bring Starlings together to improve our workplace
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