Senior Customer Care & Vulnerability Support Manager

Starling Bank; Cardiff; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

Join Starling Bank as a Senior Customer Care & Vulnerability Support Manager in Cardiff. This pivotal role is designed to enhance the banking experience for vulnerable customers through strategic support and operational excellence. You will collaborate closely with various departments, drive continuous improvement, and ensure compliance with regulatory standards in this fast-paced environment. Experience in conduct risk and a proactive approach are essential for this opportunity to shape inclusive digital banking.

Benefits

25 days holiday plus public holidays

Extra day's holiday for your birthday

Annual leave increased with length of service

16 hours paid volunteering time

Company enhanced pension scheme

Private Medical Insurance

Generous family-friendly policies

Perkbox membership

Cycle to Work initiative

Electric Vehicle (EV) leasing options

Qualifications

• Ability to work collaboratively and solve problems.
• Knowledge of vulnerability related to consumer duty and regulatory priorities.
• Proven record of driving change in a fast-paced environment.

Responsibilities

• Support design and delivery of the Vulnerable Customer Strategy.
• Collaborate with Operations teams to improve outcomes for vulnerable customers.
• Oversee performance of the Customer Care team maintaining high standards.

Skills

Knowledge of conduct risk

Excellent verbal and written communication skills

Strong attention to detail

Ability to influence at all levels

Diplomacy and emotional intelligence

Proactive and self-motivated

Job description

Hello, we’re Starling. We built a new kind of bank because we knew technology had thepower to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,500 people across our London, Southampton, Cardiff and Manchester offices.

Our recruitment process:

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious.

Following your application being reviewed, you can expect the below:

Stage 1 -Prescreen call with recruiter

Stage 2 - Role related interviews

Closing date: Friday 6th June, 9am

Location & hybrid working: We're open to this role being based from either our Cardiff, London, Southampton or Manchester office. Colleagues at Starling Bank spend 10 days per month in the office as a minimum and the rest can be worked from home. Travel between sites will be required for this position.

About the role:

This is a critical role within Customer Operations, aligning with the Bank’s strategy to lead the way in inclusive digital banking by ensuring every customer with additional needs is supported, valued and empowered to achieve financial wellbeing.

As the Senior Customer Care & Vulnerability Support Manager will work closely with the Head of Customer Care & Vulnerability Support, the Customer Care Team(s) and Operations Senior Managers across Operations to ensure operational delivery of the Vulnerable Customer Strategy.

You will work with the Head of Customer and Vulnerability Support to ensure the vulnerable customer strategy is designed and delivered within Operations, supporting our customers, colleagues and the Bank

You will work collaboratively across Customer operations and the wider business, ensuring that the defined, high support standard is achieved across the multi-team function, and that QC, QA, and OT are within tolerance, with required improvements being made.

You will support the oversight and responsibility for the performance of the Customer Care team(s), ensuring that they are supporting our customers to the correct standard. Customer Care (Vulnerability, Access & Bereavement) is a specialist team, supporting customers when escalated from frontline colleagues.

You will support colleagues to identify, record and support customers at FPOC, escalating to specialist teams if/when required.

Key Responsibilities include:

• Support the design and delivery of the Vulnerable Customer Strategy across Operations
• Work collaboratively with all departments in Operations to improve outcomes for our Vulnerable Customers,
• Lead the identification, documentation and mitigation of risk in treatment of vulnerable customers across Operations
• Use QA, QC, OT and other data sources to measure theeffectiveness to the Operations VC strategy
• Identify key Operational VC trends and thematic themes and work with Operational teams to drive continuous improvement of VC Operational deliver
• Deputise for the Head of Customer Care & Vulnerability Support when required

Behaviours & Competencies:

• Proactive and self-motivated
• Demonstrates integrity, always doing the right thing for our customers, colleagues and Starling.
• Customer-focused and committed to improving outcomes for customers with additional needs.
• Passionate about driving change in banking.
• Hands-on, resilient, and adaptable to a fast-moving environment
• Eager to act, by being curious and working collaboratively
• Strong knowledge of the regulatory environment, the FCA’s Vulnerability Guidance, and the Consumer Duty.
• Strong desire to solve problems - using regulation and data to drive business decisions

Skills & Experience:

• Knowledge of vulnerability, conduct risk, consumer duty, including the latest industry activity, consumer trends, and regulatory priorities
• Ability to review data, pulling out key themes and trends and identifying desired calls to action
• Ability to influence at all levels and deliver change at pace
• Strong attention to detail
• Excellent verbal and written communication skills
• Diplomacy and emotional intelligence to build strong professional relationships at all levels
• Ability to challenge constructively and effectively
• Have a pragmatic approach and be able to work collaboratively.
• Versatile, flexible and adaptable

• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary & group income protection
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• Incentives 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) leasing

About us:

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

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 information.