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For Companies At a Glance
- Tasks: Provide exceptional customer service via phone, email, live chat, and social media.
- Company: Join a leading digital bank on a mission to disrupt the banking industry.
- Benefits: Enjoy 25 days holiday, private medical insurance, and flexible working options.
- Other info: 6-week training programme to equip you for success in a supportive environment.
- Why this job: Be part of a dynamic team that values quality service over strict targets.
- Qualifications: No experience needed; just a passion for great customer service and communication skills.
The predicted salary is between 19500 - 26000 £ 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 grow, we need 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. The role involves dealing with a wide range of queries from simple to complex via inbound calls, online chat, social media and emails. We don\\\’t silo you into one area, so you will handle varied queries.\”
What makes us different
At Starling we truly put our customers first. We don\\\’t have strict targets; we focus on quality and receive regular feedback to ensure we provide the best possible service. We do not offer bonuses or incentives; we hire people driven to do their best for customers. Everyone at Starling has the chance to own interesting things from day one and can achieve a lot in a short space of time.
Salary and shifts
The starting salary for this role is £26,500 pro-rata. We are looking for customer obsessed people regardless of background or experience. The shifts are evenings (25 hours per week, 5 x 5 hours shifts) between 5pm and 12am, Monday to Sunday. Our contact centres are open 365 days per year. We commit to providing your rota at least 6 weeks in advance and offer hybrid working — around 60% in the office and 40% from home. Your application form will capture your shift preferences.
Recruitment process
After we review your application we will contact you about progression. If progressed, you may book a call with a member of our talent acquisition team or record a video. If the role seems like the right fit, you will have a final stage video interview with a Team Leader from our Customer Services team. The interview will include Q&A, role play and a written communication exercise. You are encouraged to review our app and learning about Starling before the interview. Start dates being considered are Monday 18 August and Monday 15 September.
Training
We have a 6-week training program run from the office; you need to be in the office every day for the first 6 weeks. Training provides the skills and support to succeed at Starling. Training options include:
- 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
Requirements
- Working in a contact centre environment is not essential — show us you understand what great customer service looks like
- Comfortable talking to customers however they reach out; don\\\’t be afraid to pick up the phone
- Excellent written and verbal communication skills
- No two days are the same; you should be comfortable working in a changing environment
- Money is an emotive subject; we need resilience to deal with irate and unsatisfied customers
- Starling is a FinTech organisation; basic IT skills to navigate laptops (usually Apple Mac) and systems
Benefits
- 25 days holiday (plus public holiday allowances)
- An extra day off for your birthday
- Annual leave increases with length of service; option to buy or sell up to five extra days
- 16 hours of paid volunteering time per year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary
- Private Medical Insurance with VitalityHealth (mental health support and cancer care); partner discounts
- Generous family-friendly policies
- Perkbox membership with retail discounts and wellbeing resources
- Cycle to Work and Salary Sacrificed Gym partnerships
About Us
You may be put off applying if you don\\\’t tick every box. We are open to discussion and flexible working where possible. We are on a mission to reshape banking with a diverse and collaborative team. Starling Bank is an equal opportunity employer and we are committed to fostering diversity and inclusion in the workplace. We consider applicants without regard to race, religion, national origin, age, sex, gender, gender identity, sexual orientation, marital status, medical condition, disability, military status, or any other protected characteristic. By submitting your application you agree that Starling Bank may collect your personal data for recruitment purposes. Our Privacy Notice explains what data we process and your rights.
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Customer Service Team Member - Part Time Evenings employer: Starling
Contact Detail:
Starling Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Member - Part Time Evenings
✨Tip Number 1
Get to know Starling! Before your interview, dive into our app and understand what we do. This shows you’re genuinely interested and helps you answer questions more confidently.
✨Tip Number 2
Practice makes perfect! Try role-playing common customer service scenarios with a friend. This will help you feel more at ease during the interview and show off your problem-solving skills.
✨Tip Number 3
Be yourself! We want to see your personality shine through. Don’t be afraid to share your experiences and how they’ve shaped your approach to customer service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to showcase your enthusiasm for joining our team.
We think you need these skills to ace Customer Service Team Member - Part Time Evenings
Some tips for your application 🫡
Show Your Customer Service Skills: When filling out your application, make sure to highlight any experience you have in customer service. We want to see how you’ve handled queries and provided solutions in the past, so don’t hold back on those examples!
Be Yourself: We’re looking for genuine people who are passionate about helping customers. Let your personality shine through in your written application. Don’t be afraid to show us what makes you unique!
Tailor Your Application: Make sure to read the job description carefully and tailor your application to match. Use the same language and key phrases that we use in the job ad to demonstrate that you understand what we’re all about.
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 you’re tech-savvy, which is a big plus in our digital world!
How to prepare for a job interview at Starling
✨Know the Company Inside Out
Before your interview, take some time to really understand Starling Bank and its mission. Familiarise yourself with their app and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Practice Your Communication Skills
Since you'll be dealing with customers through various channels, practice your verbal and written communication skills. Try role-playing common customer scenarios with a friend or family member to build your confidence and ensure you can handle different types of queries.
✨Showcase Your Customer Service Mindset
During the interview, highlight any past experiences where you've provided excellent customer service. Even if you haven't worked in a contact centre before, think about times when you've helped someone solve a problem or gone above and beyond to assist a customer.
✨Be Ready for Role Play and Written Exercises
Since the interview includes role play and a written communication exercise, prepare yourself by thinking about how you would respond to various customer situations. Practising these scenarios will help you feel more at ease during the actual interview.