Hybrid Customer Experience Specialist

Starling Bank; Cardiff; Hybrid; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Company-enhanced pension scheme (7%)

Private Medical Insurance with Vitalty

25 days holiday

Volunteer time (16 hours)

Cycle to Work scheme

Job summary

Starling Bank is seeking a Customer Service Team Member in Cardiff to join our hybrid contact centre. You will respond to customers by phone, email, live chat and social media, taking ownership of issues and offering practical solutions.

The role emphasizes high standards, resilience, and collaboration to continually improve the customer experience. Initial training lasts five weeks in the office with flexible shift patterns including twilight and overnight.

Qualifications

• Clear communication skills for multi-channel customer interactions.
• Ability to handle a wide range of queries with empathy and accuracy.
• Comfort with using digital tools on a MacBook and internal systems.

Responsibilities

• Provide exceptional customer service via phone, email, live chat and social media.
• Take ownership to resolve issues and offer beneficial solutions.
• Maintain high service standards and seek continuous improvement.
• Respond to complaints and escalate when needed.
• Assist in improving processes and workflows within the contact centre.
• Work well in a dynamic team and contribute to a positive culture.
• Support customers as they navigate Starling's digital banking products.

Skills

Excellent communication

Customer service

Phone, email, live chat

Problem solving

Adaptability

Job description

Starling Bank is seeking a Customer Service Team Member in Cardiff to join our hybrid contact centre. You will respond to customers by phone, email, live chat and social media, taking ownership of issues and offering practical solutions.

The role emphasizes high standards, resilience, and collaboration to continually improve the customer experience. Initial training lasts five weeks in the office with flexible shift patterns including twilight and overnight.