Customer Service Team Member, Starling Bank
Part Time Evenings
£26.5k
Salary pro-rata
Mobile-first bank offering personal, joint and business accounts
Posted today
Mobile-first bank offering personal, joint and business accounts
1001+ employees
Posted today
£26.5k
Salary pro-rata
1001+ employees
Company mission
To solve our customer's problems - and build the best bank in the world.
Role
Who you are
- We want to hire people who are driven to do the best for our customers
- We're looking for customer obsessed people, regardless of your background & experience if that's you, we want to hear from you!
- Working in a contact centre environment is not essential - showing us you understand what great customer service looks like is
- Comfortable talking to customers however they choose to reach out. Don’t be afraid to pick up the phone!
- Excellent written and verbal communication skills
- No two days here are the same - you should be comfortable working in a changing environment
- Money is an emotive subject and therefore some interactions can be difficult, our team members need to be resilient and able to deal with irate and unsatisfied customers
- We will offer lots of training and guidance but Starling is a FinTech organisation and therefore colleagues need basic IT skills to navigate our laptops (usually Apple Mac) and systems
What the job involves
- Our customer service department is at the core of our success
- As the point of contact for our customers, being able to respond to their needs in an efficient and timely manner is what helps set us apart from the competition
- As our customer numbers continue to grow, so does our need to hire fantastic people to serve them
- Our Customer Service Team Members are our greatest asset - representing Starling to the people that rely on us to help manage their financial lives
- We don’t silo you into one particular area, so the queries you deal with will be wide ranging, from the simple to the complex
- You will deal with inbound calls, online chat, social media and emails, offering a varied yet challenging role!
- Here at Starling we truly put our customers first, we’re different from other contact centres in that we don’t have strict targets, we do this as we really want our customer service team members to focus on quality
- You'll receive regular feedback to ensure you're giving our customers the best possible service
- Everyone at Starling gets the chance to own interesting things from day one, and we’re told one of the best things about working here is the ability to achieve a lot in a short space of time
- Evenings - 25 hours a week (5 x 5 hours shifts), between 5pm - 12am Monday to Sunday
- Our contact centres are open 365 days per year
- We’re passionate about improving work life balance and therefore commit to providing your rota at least 6 weeks in advance and offer hybrid working - you'll spend around 60% of the time in the office with your team and 40% working from home
- We have an 6 week training programme which is run from the office so you'll need to be able to commit to being in the office every day for your first 6 weeks with us
- The training gives you all of the skills and support you need to succeed at Starling!
- Training options:
- 1. 9:00 - 17:30 Monday - Friday for 6 weeks, all office based
- 2. 9:00 - 17:30 Monday - Friday for 2 weeks followed by 17:00 - 23:00 Monday - Friday for 4 weeks, all office based
- You'll be providing exceptional customer service via phone, email, live chat and social media
- Showing ownership and accountability for offering solutions that help and benefit our customers
- Maintaining high service standards and continually improving the service to our customers
- Responding to customer complaints and escalating issues as necessary
- Supporting continuous improvement ethos within the contact centre
- Actively seeking to improve processes and workflows
- Working well within a dynamic team environment
Application process
- Once we have reviewed your application we will be in touch to let you know if we are progressing your application further or not
- If progressed, we will then invite you to book a call with someone from our talent acquisition team or record a video
- After the call/video, if the role seems like the right fit, we will invite you for a final stage video interview with a Team Leader from our Customer Services team
- They will be able to give you even more insight in to the role and life at Starling and talk to you about your experience and love of customer service
- The interview will be made up of Q&A questions, Role play activity and a written communication exercise
- The start date we are working towards is Monday 18th August and Monday 15th September
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
$177.4m
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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