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- 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.
- 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.
- Other info: Training provided in the office for the first six weeks; shifts are evenings, 25 hours a week.
The predicted salary is between 19500 - 28000 £ per year.
Overview
We are a leading digital bank on a mission to disrupt the banking industry. We\\\’ve built an app with smart money management tools to help our customers live a healthier financial life.
Our customer service department is at the core of our success. As the point of contact for our customers, being able to respond to their needs in an efficient and timely manner is what helps set us apart from the competition.
As our customer numbers continue to grow, so does our need to hire fantastic people to serve them. Our Customer Service Team Members are our greatest asset – representing Starling to the people that rely on us to help manage their financial lives. We don\\\’t silo you into one particular area, so the queries you deal with will be wide ranging, from the simple to the complex. You will deal with inbound calls, online chat, social media and emails, offering a varied yet challenging role!
Shifts and working patterns
Evenings – 25 hours a week (5 x 5 hours shifts), between 5pm – 12am Monday to Sunday. Our contact centres are open 365 days per year. We\\\’re passionate about improving work life balance and therefore commit to providing your rota at least 6 weeks in advance and offer hybrid working – you\\\’ll spend around 60% of the time in the office with your team and 40% working from home. Your application form will capture your shift preferences.
Salary and training
The starting salary for this role is £26,500 pro-rata. We\\\’re looking for customer obsessed people, regardless of your background & experience if that\\\’s you, we want to hear from you!
Training for the role:
We have a 6 week training programme which is run from the office so you\\\’ll need to be able to commit to being in the office every day for your first 6 weeks with us. The training gives you all of the skills and support you need to succeed at Starling!
Training options
- 9:00 – 17:30 Monday – Friday for 6 weeks, all office based
- 9:00 – 17:30 Monday – Friday for 2 weeks followed by 17:00 – 23:00 Monday – Friday for 4 weeks, all office based.
Your responsibilities
- 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 service standards and continually improving the service to our customers.
- Responding to customer complaints and escalating issues as necessary.
- Supporting continuous improvement ethos within the contact centre.
- Actively seeking to improve processes and workflows.
- Working well within a dynamic team environment.
- Working in a contact centre environment is not essential – showing us you understand what great customer service looks like.
- Comfortable talking to customers however they choose to reach out. Don\\\’t be afraid to pick up the phone!
- Excellent written and verbal communication skills.
- No two days here are the same – you should be comfortable working in a changing environment.
- Money is an emotive subject and therefore some interactions can be difficult, our team members need to be resilient and able to deal with irate and unsatisfied customers.
- We will offer lots of training and guidance but Starling is a FinTech organisation and therefore colleagues need basic IT skills to navigate our laptops (usually Apple Mac) and systems.
Benefits
- 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
- 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
- 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 and Salary Sacrificed Gym partnerships
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.
By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.
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Customer Service Team Member - Part Time Evenings employer: Starling Bank Limited
Contact Detail:
Starling Bank Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Member - Part Time Evenings
✨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
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.