Evening & Overnight Customer Support Specialist — Hybrid

Starling Bank; Cardiff; Hybrid; GBP 17,000 - 20,000; Full time

Benefits offered by this job

Company-enhanced pension scheme

Private Medical Insurance with Vitalty

25 days holiday

Birthday day off

Life Insurance at 4x salary

Volunteer time

Cycle to Work

EV leasing

Job summary

Starling Bank is hiring a Customer Service Team Member in Cardiff. The role focuses on providing exceptional customer service across phone, email, live chat and social media, with ownership of solutions and a drive to improve processes.

The position supports a hybrid working pattern with evening shifts and a flexible rota. The starting salary is £18,480 (based on £28,000 FTE), with a 25-hour week schedule and hybrid in-office/home balance.

Qualifications

• Comfortable talking to customers in various channels.
• Excellent written and verbal communication skills.
• Adaptable to a fast-changing environment.
• Money is an emotive subject; remain calm and helpful.
• Starling is a FinTech; basic IT skills to navigate laptops and systems.
• Knowledge of vulnerabilities.

Responsibilities

• Provide exceptional customer service via phone, email, live chat and social media.
• Demonstrate ownership and accountability for solutions.
• Maintain high standards and continually improve service.
• Respond to customer complaints and escalate when needed.
• Support a continuous improvement ethos in the contact centre.
• Seek to improve processes and workflows.
• Work well within a dynamic team environment.

Skills

Communication skills

Verbal & Written skills

Adaptability

Resilience

IT skills

Vulnerability awareness

Tools

MacBook

Company systems

Job description

Starling Bank is hiring a Customer Service Team Member in Cardiff. The role focuses on providing exceptional customer service across phone, email, live chat and social media, with ownership of solutions and a drive to improve processes.

The position supports a hybrid working pattern with evening shifts and a flexible rota. The starting salary is £18,480 (based on £28,000 FTE), with a 25-hour week schedule and hybrid in-office/home balance.