At a Glance
- Tasks: Provide exceptional customer service via phone, email, live chat, and social media.
- Company: Join Starling Bank, a leading digital bank reshaping the banking industry with innovative tools.
- Benefits: Enjoy 25 days holiday, private medical insurance, and flexible working options.
- Other info: Training provided in the office for the first six weeks; shifts are evenings, 25 hours a week.
- Why this job: Be part of a dynamic team focused on quality service and customer satisfaction.
- Qualifications: No specific experience needed; just a passion for great customer service and basic IT skills.
The predicted salary is between 19500 - 28000 € per year.
Customer Service Team Member - Twilight - Part Time
Location: Cardiff & Southampton
Reporting to: Customer Service Team Lead
Closing date: Wednesday 6th May, 12pm.
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 £26,500. We're looking for customer obsessed people, regardless of your background & experience if that's you, we want to hear from you!
The shifts:
Evenings - 25 hours a week (5 x 5 hours shifts), between 17:00 - 00:00 Monday to Sunday.
Evenings - 30 hours a week (8.5 hour shift (1 hour lunch) with 12 shifts over the three weeks so average of 4 shifts of 7.5 hours worked for a 30 hour average), 17:00 - 01:30 Monday to Sunday
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.
Your application form will capture your shift preferences.
The recruitment 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 or record a video.
After the call/video, 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.
The start date we are working towards is Monday 20th July
The training :
You will receive 6 weeks of face to face training.
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: We offer a competitive salary and a comprehensive benefits package, including:
- 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
Our Commitment to Equality
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 - Part Time Evenings in Cardiff employer: Starling Bank Limited
At Starling Bank, we pride ourselves on being a forward-thinking digital bank that values our Customer Service Team Members as our greatest asset. With a focus on quality over targets, we foster a supportive work culture that encourages personal growth and offers flexible working arrangements, including hybrid options. Our commitment to employee well-being is reflected in our generous benefits package, which includes private medical insurance, enhanced holiday allowances, and opportunities for volunteering, making us an exceptional employer for those passionate about delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Member - Part Time Evenings in Cardiff
✨Tip Number 1
Familiarise yourself with Starling Bank's app and its features. Understanding the tools and services we offer will not only help you answer customer queries effectively but also show your genuine interest in our mission during interviews.
✨Tip Number 2
Prepare for the role-play activity in the interview by practising common customer service scenarios. Think about how you would handle difficult situations, especially those related to financial matters, as this will demonstrate your problem-solving skills.
✨Tip Number 3
Showcase your passion for customer service by sharing personal experiences where you went above and beyond for a customer. This will highlight your commitment to providing exceptional service, which is a core value at Starling.
✨Tip Number 4
Be ready to discuss how you can contribute to a positive team environment. Since we value collaboration, think of examples where you've worked well in a team or helped improve processes, as this aligns with our ethos of continuous improvement.
We think you need these skills to ace Customer Service Team Member - Part Time Evenings in Cardiff
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities of a Customer Service Team Member. Familiarise yourself with the job description and think about how your skills and experiences align with what Starling is looking for.
Tailor Your CV:Customise your CV to highlight relevant experience in customer service. Emphasise your ability to handle various communication channels like phone, email, and social media, as well as your problem-solving skills.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer service and your understanding of Starling's mission. Mention specific examples of how you've provided exceptional service in the past and why you want to be part of their team.
Prepare for the Interview:If your application progresses, prepare for the interview by researching common customer service scenarios and role-play exercises. Be ready to discuss your experiences and demonstrate your communication skills during the interview process.
How to prepare for a job interview at Starling Bank Limited
✨Know the Company
Before your interview, take some time to research Starling Bank. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Demonstrate Customer Service Skills
Since this role is all about customer service, be prepared to discuss your previous experiences in this area. Think of specific examples where you went above and beyond for a customer, and how you handled difficult situations.
✨Practice Role Play Scenarios
The interview will include role play activities, so practice common customer service scenarios. This could involve handling a complaint or providing information about a product. Being comfortable in these situations will help you shine during the interview.
✨Show Your Passion
Starling is looking for customer-obsessed individuals. Be sure to express your enthusiasm for helping customers and improving their financial lives. Share why you want to work in customer service and what excites you about the role.
