At a Glance
- Tasks: Provide exceptional customer service via phone, email, and social media.
- Company: Join Starling, a leading digital bank with a mission for fairer banking.
- Benefits: Competitive salary, flexible working, and comprehensive benefits package.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Make a real impact in the future of banking while developing your skills.
- Qualifications: Passion for customer service and excellent communication skills required.
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 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 18th August.
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.
Requirements
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.
Benefits
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.
Customer Service Team Member - Overnights in Cardiff employer: Starling Bank
At Starling, we pride ourselves on being an exceptional employer, offering a dynamic work culture that prioritises innovation and customer satisfaction. Our commitment to employee growth is evident through comprehensive training, flexible working arrangements, and a robust benefits package, including private medical insurance and generous holiday allowances. Located in Cardiff & Southampton, our inclusive environment fosters collaboration and empowers team members to make a meaningful impact in the evolving landscape of digital banking.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Member - Overnights in Cardiff
✨Tip Number 1
Do your homework on Starling! Familiarise yourself with our values and mission. When you know what we stand for, you can show us how you fit right in during the interview.
✨Tip Number 2
Practice makes perfect! Get comfortable with common customer service scenarios. Role-playing with a friend can help you nail those tricky questions and show off your problem-solving skills.
✨Tip Number 3
Be yourself! We want to see your personality shine through. Share your passion for customer service and how you can make a difference at Starling. Authenticity goes a long way!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining our team. Let’s get you started on this exciting journey!
We think you need these skills to ace Customer Service Team Member - Overnights in Cardiff
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for customer service shine through! We want to see that you genuinely care about helping people and making their banking experience better.
Tailor Your Application:Make sure to customise your application to reflect our values at Starling. Use examples from your past experiences that demonstrate how you listen, keep it simple, and aim for greatness in customer service.
Be Clear and Concise:Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your application is easy to read. 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
✨Know the Company Inside Out
Before your interview, take some time to really understand Starling's mission and values. Familiarise yourself with their approach to customer service and how they aim to provide a fairer banking experience. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Role Play Scenarios
Since the interview includes role play activities, think about common customer service scenarios you might face. Practice how you would handle difficult situations or complaints, focusing on showing empathy and providing solutions. This will demonstrate your ability to think on your feet and your commitment to excellent customer service.
✨Showcase Your Communication Skills
As a Customer Service Team Member, strong communication is key. During the interview, make sure to articulate your thoughts clearly and listen actively. You might be asked to complete a written communication exercise, so brush up on your writing skills to ensure you can convey information effectively and professionally.
✨Emphasise Your Resilience
Working in customer service can be challenging, especially during night shifts. Be prepared to discuss how you've handled stressful situations in the past and how you maintain a positive attitude. Highlighting your resilience will reassure the interviewers that you're ready to tackle the demands of the role head-on.
