Customer Service Team Member

Starling; Cardiff; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Company-enhanced pension (7% employer)

Private Medical Insurance with Vitalty

25 days holiday

Birthday holiday

Life Insurance (4x salary)

Cycle to Work

Job summary

Starling Bank is seeking a Customer Service Team Member to join our Cardiff and Southampton locations. You will respond to customer needs across phone, email, live chat and social media, delivering efficient, friendly service and ownership from day one.

We offer hybrid working patterns, with training in the office and subsequent home-based shifts across Days, Twilight and Overnight. Starting salary is £28,000 FTE, with start dates monthly from November to March and a strong emphasis on customer

Qualifications

• Exceptional customer service across phone, email, live chat and social media.
• Excellent written and verbal communication skills.
• Resilience in a fast-changing environment.

Responsibilities

• Provide exceptional customer service via phone, email, live chat and social media.
• Own and resolve customer issues to benefit the customer experience.
• Maintain high standards and continually improve service.
• Respond to complaints and escalate when needed.
• Support continuous improvement within the contact centre.
• Improve processes and workflows.
• Collaborate effectively within a dynamic team.

Skills

Customer service

Communication skills

Multichannel support

Job description

Customer Service Team Member

Location: Cardiff & Southampton

Reporting to: Customer Service Team Lead

At Starling, we are on a mission to provide people with a fairer, smarter, and more human alternative to traditional banks. We are building a leading digital bank, driven by fast technology, fair service, and honest values.Over the next months we will actively be recruiting for all our shift patterns which include Days, Twilight & Overnight. Please select your preference of rotation and location on your application.

Our vision is to create a banking industry that serves everyone - by developing best-in-class proprietary technology, offering an exceptional customer experience, and establishing a strong, sustainable business.

Our five core values – Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness – are at the heart of everything we do, guiding our strategy and shaping our culture. We're a branchless, largely paperless bank, committed to responsible banking, sustainability, and fostering an inclusive environment where everyone can thrive.

About the role:

Our Customer Service team is at the core of our success - and our Customer Service Team Members are our greatest asset. As the point of contact for our customers, being able to respond to their needs in an efficient and timely manner - however and whenever they choose to speak to us - is what helps set us apart from the competition. The queries you deal with will be wide ranging, from the simple to the complex. It's a varied yet challenging role and everyone at Starling gets the chance to own interesting things from day one.

Here at Starling we truly put our customers first - and we want to hire people who are driven to do the same!

The starting salary for this role is £28,000 FTE. We’re looking for customer obsessed people, regardless of your background & experience if that's you, we want to hear from you!

The shifts, training & hybrid working:

Evenings - 25 hours a week (current rotation below):

Evenings - 30 hours a week (current rotation below)

Training for the role is 6 weeks in the office, weeks 1 & 2 will be full time 9:00 - 17:30 Monday - Friday followed by 4 weeks of your evening hours. After this, the team work 1 shift per fortnight in the office and the rest from home.

Days - 37.5 hours a week (current rotation below)

Training for the role is 5 weeks in the office, 9:00 - 17:30 Monday - Friday. After this, the team work week 1 & 4 in the office and the rest from home.

Overnight - 37.5 hours a week (current rotation below)

Training for the role is 5 weeks in the office, 9:00 - 17:30 Monday - Friday. After this, the team work 1 shift per fortnight in the office and the rest from home.

Our contact centres are open 365 days per year. We're passionate about improving work life balance and are committed to hybrid working patterns that give you a balance of home and office working.

The recruitment 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.

After the call, 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 into 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.

We're looking for people who are passionate about us and our product, so check out our App or read about our journey before meeting with us.

We will have start dates monthly from November - March.

Requirements

You'll support your customers by :

• 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 standards and continually striving to improve the service for our customers.
• Responding to customer complaints and escalating issues as necessary.
• Supporting a continuous improvement ethos within the contact centre.
• Actively seeking to improve processes and workflows.
• Working well within a dynamic team environment.

About you :

• Working in a contact centre environment is not essential - showing us you understand what great customer service looks like is.
• You'll be comfortable talking to customers however they choose to reach out.
• You have excellent written and verbal communication skills.
• No two days here are the same - you should be comfortable working in a fast changing environment.
• Money is an emotive subject and some interactions can be difficult, you'll need to be resilient and able to help your customers when they need you the most.
• We will offer lots of training and guidance but Starling is a FinTech and you will need basic IT skills to navigate our laptops (MacBook) and systems.
• Knowledge of vulnerabilities.

Benefits

Why Join Starling?

• Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers. Starling is technology-led, and you'll have the freedom to accomplish your goals in innovative ways.
• Culture of Excellence: Be part of a collaborative, empowered, and forward-thinking team. We encourage experimentation, ownership, and a relentless focus on "doing the right thing."
• Growth and Development: We are committed to your professional growth, offering opportunities to learn new technologies, take on new challenges, and own interesting things from day one.
• A Bank That Cares: We're a Living Wage employer, committed to flexible working, and dedicated to creating a fair, open, and safe working environment with compassion and inclusion at its core.
• Comprehensive Benefits: We offer a competitive salary and a comprehensive benefits package, including:

• Company-enhanced salary sacrifice pension scheme (7% employer contribution)
• Private Medical Insurance with Vitality including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton.
• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Life Insurance at 4x your salary.
• 16 hours of paid volunteering time a year.
• Ability to buy or sell annual leave.
• Generous family-friendly policies.
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• Incentivised refer a friend scheme
• 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, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasingOur Commitment to Equality

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. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal data.