At a Glance
- Tasks: Provide exceptional customer service via phone, email, and social media.
- Company: Join Starling, a leading digital bank on a mission for fairer banking.
- Benefits: Competitive salary, flexible working, and comprehensive benefits package.
- Other info: Dynamic team environment with opportunities for professional growth.
- Why this job: Make a real impact in the future of banking while growing 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 are 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 involves reviewing your application, followed by a call with someone from our talent acquisition team or a recorded video. If progressed, you will be invited for a final stage video interview with a Team Leader from our Customer Services team. The interview will include Q&A questions, role play activity, and a written communication exercise.
The start date we are working towards is Monday 18th August.
The training consists of 6 weeks of face-to-face training in your local office during core hours, Monday - Friday 9am - 5.30pm. Once training is complete you will move to your overnight rotation.
Requirements:
- 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:
- Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers.
- Culture of Excellence: Be part of a collaborative, empowered, and forward-thinking team.
- 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.
Customer Service Team Member - Overnights in Cardiff employer: Starling
At Starling, we pride ourselves on being an exceptional employer, offering a dynamic work culture that prioritises collaboration, innovation, and personal growth. Our commitment to employee well-being is reflected in our comprehensive benefits package, flexible working arrangements, and a strong focus on professional development, ensuring that every team member can thrive in their role. Located in Cardiff & Southampton, our Customer Service Team Members play a vital role in shaping the future of banking while enjoying a supportive environment that values diversity and inclusion.
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 their values and mission. When you know what they stand for, you can show 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 ready to share your passion for customer service. Think of examples where you've gone above and beyond for customers. This will help you stand out as someone who truly cares about making a difference.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Starling team!
We think you need these skills to ace Customer Service Team Member - Overnights in Cardiff
Some tips for your application 🫡
Show Your Passion for Customer Service:When you're writing your application, let your enthusiasm for customer service shine through! Share specific examples of how you've gone above and beyond for customers in the past. We want to see that you truly care about making a difference.
Keep It Simple and Clear:Remember, we value clarity! Use straightforward language and avoid jargon. Make sure your application is easy to read and gets straight to the point. This will help us understand your experience and skills without any confusion.
Tailor Your Application:Take a moment to customise your application for this role. Highlight experiences that align with our values like 'Do The Right Thing' and 'Aim for Greatness'. Show us why you're a perfect fit for Starling and how you can contribute to our mission.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows that you're proactive and ready to take the first step towards joining our team!
How to prepare for a job interview at Starling
✨Know the Company Inside Out
Before your interview, take some time to really understand Starling's mission and values. Familiarise yourself with their app and services, as well as their commitment to customer service. This will not only help you answer questions 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, keeping in mind the importance of empathy and problem-solving. This will help you feel more confident during the interview.
✨Showcase Your Communication Skills
As a Customer Service Team Member, excellent communication is key. Be ready to demonstrate your verbal and written skills during the interview. You might be asked to complete a written exercise, so practice writing clear and concise responses to potential customer queries.
✨Emphasise Your Resilience
Working in customer service can be challenging, especially when dealing with sensitive topics like money. Be prepared to discuss how you've handled tough situations in the past and how you maintain a positive attitude. Highlighting your resilience will show that you're ready for the demands of the role.
