At a Glance
- Tasks: Provide exceptional customer service via phone, email, and social media.
- Company: Join Starling, a forward-thinking digital bank on a mission for fairer banking.
- Benefits: Enjoy a competitive salary, flexible working, and comprehensive benefits.
- Other info: Dynamic team environment with opportunities for professional growth.
- Why this job: Make a real impact in the banking industry while growing your skills.
- Qualifications: Passion for customer service and excellent communication skills are key.
The predicted salary is between 28000 - 28000 £ per year.
Location: 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. Over the next months we will actively be recruiting for shift patterns which include Twilight & Overnight. Please select your preference of rotation and location on your application.
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.
About the role:
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, training & hybrid working:
- Overnight - 37.5 hours a week (current rotation below)
- Training for this role is 5 weeks in the office, 9:00 - 17:30 Monday - Friday. 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.
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. 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.
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.
- Knowledge of vulnerabilities.
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.
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 (Overnight Full Time) in Southampton employer: Starling Bank
At Engine by Starling, we pride ourselves on being an exceptional employer that champions innovation and collaboration within the banking technology sector. Our flexible working culture, generous benefits including 33 days of holiday and private medical insurance, and commitment to employee growth create a supportive environment where legal professionals can thrive. Located in a dynamic and rapidly growing company, you'll have the opportunity to work on impactful projects while enjoying a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Member (Overnight Full Time) in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Starling Bank. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Starling Bank before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Member (Overnight Full Time) in Southampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Starling Bank:Your cover letter is your chance to shine! Tell us why you want to work at Starling Bank specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Starling Bank!
How to prepare for a job interview at Starling Bank
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
