Customer Service Team Member

Who you are

• 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
• 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

What the job involves

• Reporting to: Customer Service Team Lead
• 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 shifts, training & hybrid working: Evenings - 25 hours a week (current rotation below):
• Cardiff Training for the role is 5 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
• 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
• 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

The 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
• 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 - January

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