At a Glance
- Tasks: Lead a team of Intraday Analysts to ensure top-notch customer service.
- Company: Join Starling, a digital bank revolutionising the banking experience.
- Benefits: Enjoy flexible working, competitive salary, and comprehensive health benefits.
- Other info: Be part of a diverse, inclusive culture that values innovation and excellence.
- Why this job: Make a real impact on the future of banking while growing your career.
- Qualifications: Strong leadership skills and experience in contact centre management required.
The predicted salary is between 40000 - 50000 £ per year.
Location: Cardiff & Southampton
Reporting to: Rebecca Voisey, Head of Resource Planning
Closing date: 10am, Tuesday 7th April.
This role is a 6 month secondment.
About Starling
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, which we accomplish 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 are a branchless, largely paperless bank, committed to responsible banking, sustainability, and fostering an inclusive environment where everyone can thrive.
Hybrid working
All Starling colleagues spend a minimum of 10 days per month in the office with flexibility to work the rest from home.
The Opportunity
To lead a team of Intraday Analysts and team leader, motivating and developing them to ensure that appropriate staffing levels are available at any time to service customer demand within the agreed service levels. Balancing performance across all channels, setting the team up for success across the 24/7 operating hours.
Responsibilities
- Motivate, coach and develop the team
- Drive delivery of our daily KPIs and ensure an exceptional level of service to stakeholders both internal and external
- Ensure that all workloads are managed equally across the team and completed within SLAs
- Ensure the team are kept updated on all appropriate matters, with consideration for colleagues across all working patterns and locations
- Build strong relationships with operational leaders providing insight on performance, and advice and recommendations on opportunities to improve service levels
- Drive improvements to processes and procedures, creating capacity and capability to provide real-time for a wider range of operational teams
- Positively influence and contribute to the team culture
Requirements (Behaviours & Skills)
- Accountable leader with strong customer focus
- Ability to balance workload proactively identifying and mitigating challenges to service
- Ability to get the best out of people
- Ability to adapt to, and lead teams through regular change
- Excellent communication and influencing skills
- Strong knowledge of Workforce Management software
- Previous experience of real time management in a contact centre environment
- Strong spreadsheet skills ideally google sheets
- Excellent analytical capability
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:
- 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.
Intraday Manager (6 Month Fixed Term Contract) in Southampton employer: Starling
Starling Bank is an exceptional employer that prioritises employee growth and well-being, offering a collaborative and forward-thinking work culture. With a commitment to flexible working, comprehensive benefits including private medical insurance and generous holiday allowances, and a focus on innovation, employees are empowered to make a meaningful impact in the banking industry while enjoying a supportive environment in Cardiff and Southampton.
StudySmarter Expert Advice🤫
We think this is how you could land Intraday Manager (6 Month Fixed Term Contract) in Southampton
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Starling through LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Starling's core values. Think of examples from your past experiences that align with 'Listen', 'Keep It Simple', and 'Aim for Greatness'. This shows you’re not just a fit for the role, but for the culture too!
✨Tip Number 3
Practice your communication skills! Since this role involves leading a team, be ready to demonstrate how you motivate and develop others. Use role-play with a friend to nail down your delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Starling family.
We think you need these skills to ace Intraday Manager (6 Month Fixed Term Contract) in Southampton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Intraday Manager role. Highlight your experience in real-time management and how you can motivate a team to meet KPIs. We want to see how you align with our values!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that show your ability to balance workloads and lead teams through change. This will help us see how you can contribute to our culture of excellence.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate direct communication, so make sure your points are easy to understand and get straight to the heart of what you bring to the table.
Apply Through Our Website:We encourage you 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
✨Know Your Stuff
Before the interview, make sure you understand Starling's mission and values. Familiarise yourself with their approach to customer service and how they leverage technology. This will help you align your answers with what they stand for.
✨Showcase Your Leadership Skills
As an Intraday Manager, you'll need to motivate and develop a team. Prepare examples of how you've successfully led teams in the past, focusing on your ability to balance workloads and drive performance. Be ready to discuss specific KPIs you've managed.
✨Be Ready for Change
Starling values adaptability, so think of instances where you've successfully navigated change. Highlight your experience in real-time management and how you've influenced team culture positively during transitions.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the team dynamics. Inquire about the challenges the team currently faces or how they measure success. This shows your genuine interest and helps you assess if it's the right fit for you.
