At a Glance
- Tasks: Provide exceptional customer service via phone, email, live chat, and social media.
- Company: Join Starling, a leading digital bank focused on fair and human banking.
- Benefits: Enjoy a competitive salary, flexible working, and comprehensive benefits including private medical insurance.
- Other info: Dynamic team environment with opportunities for growth and a commitment to diversity and inclusion.
- Why this job: Make a real impact in the future of banking while developing your skills.
- Qualifications: No experience needed, just a passion for great customer service and strong communication skills.
The predicted salary is between 28000 - 28000 € per year.
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. 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.
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. We’re looking for customer obsessed people, regardless of your background & experience if that's you, we want to hear from you!
The shifts: Overnights - 37.5 hours a week between 20:00 - 07:15 Monday to Sunday. 4 shifts on, 4 shifts off. 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 training: You will receive 6 weeks of face to face training in your local office. This will be complete during core hours, Monday - Friday 9am - 5.30pm. Once training is complete you will move to your overnight rotation.
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.
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: 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) leasing.
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.
Customer Service Team Member - Overnights in Cardiff employer: Starling Bank Limited
At Starling, we pride ourselves on being an exceptional employer, offering a dynamic work culture that prioritises customer service excellence and employee well-being. Our commitment to professional growth is evident through comprehensive training, flexible working arrangements, and a range of generous benefits, including private medical insurance and enhanced pension contributions. Located in Cardiff & Southampton, our inclusive environment fosters innovation and collaboration, making it a rewarding place for those passionate about transforming the banking experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Member - Overnights in Cardiff
✨Tip Number 1
Get to know Starling's values! When you’re chatting with us, show how you embody our core values like 'Listen' and 'Do The Right Thing'. It’ll help you stand out as someone who truly gets what we’re about.
✨Tip Number 2
Practice your customer service skills! Whether it’s through role-playing with friends or volunteering, the more you can demonstrate your ability to handle queries and complaints, the better. We love seeing that passion for helping others!
✨Tip Number 3
Be ready for a dynamic environment! Brush up on your adaptability skills because no two days are the same at Starling. Show us you can thrive in fast-paced situations and keep a cool head under pressure.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team and making an impact in the world of banking.
We think you need these skills to ace Customer Service Team Member - Overnights in Cardiff
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show us what makes you unique and how you connect with our values.
Tailor Your Application:Make sure to customise your application for the Customer Service Team Member role. Highlight your customer service experience and how it aligns with our mission to provide exceptional service. Show us why you’re the perfect fit!
Keep It Clear and Concise:We appreciate clarity! Use straightforward language and get to the point. Avoid jargon and keep your sentences short and sweet. This will help us understand your skills and experiences better.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Starling Bank Limited
✨Understand the Company Values
Before your interview, take some time to really understand Starling's core values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness. Think about how these values resonate with your own experiences and be ready to share examples that demonstrate your alignment with them.
✨Showcase Your Customer Service Skills
Since this role is all about exceptional customer service, prepare specific examples of how you've handled customer interactions in the past. Whether it was resolving a complaint or going above and beyond for a customer, having these stories ready will show that you truly understand what great service looks like.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during your interview. These might involve handling difficult customer situations or improving processes. Practice thinking on your feet and articulating your thought process clearly, as this will demonstrate your problem-solving skills and resilience.
✨Familiarise Yourself with Technology
As a FinTech company, Starling values tech-savvy candidates. Brush up on your basic IT skills and be prepared to discuss any relevant experience you have with technology, especially if you've used similar systems before. This will help reassure the interviewers that you're ready to navigate their digital environment.
