Welfare Support Administrator
Starling Bank, United Kingdom
Job Description
About Starling Bank:
Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 2,500 people across our London, Southampton, Cardiff and Manchester offices.
Role Overview:
This is a new role within our Welfare Support function. Our Administrator will be responsible for reviewing vulnerable customer data on a daily basis, conducting a triage process and verifying accuracy of records. They will also provide support with pipeline management, allocation of work and data insights.We're looking for someone with an eye for detail who can use customer and colleague insights to identify improvement opportunities to improve the customer journey.
Key Accountabilities amp; Responsibilities include:
- Conduct a triage process to ensure that customers with additional needs receive the right level of support and from an appropriately skilled person.
- Support management by overseeing the welfare support pipeline and allocation of work.
- Engage with colleagues and provide feedback in order to support first contact resolution and drive continuous improvement.
- Support with the development and production of internal and external complaints VC reporting.
Working Arrangements:
To give colleagues the best start at Starling, we have an in-person training period for 6 weeks onsite. After this period, the role will be hybrid with around 2 days per week spent in the office.
The Recruitment Process:
All candidates will be notified whether they’re successful or unsuccessful. There will be a one stage interview process for this role.
Requirements
Behaviours amp; Competencies:
- Resilience and positivity-An individual who views a situation with logic and perspective.
- Integrity- Always do the right thing for our customers, colleagues and Starling.
- A positive can-do attitude whilst working in a changeable environment.
- The ability to listen and ask questions that get to the root cause of the problem.
- Proactive and self motivated.
Skills amp; Experience:
- Excellent analytical skills
- Excellent verbal and written skills
- Experience of using Google sheets
- Ability to work at pace whilst ensuring accuracy of work.
- Proactive and demonstrable problem-solving skills
- Ability to plan and prioritise in a changing, busy environment.
Benefits
- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary amp; group income protection
- Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mramp;Mrs Smith and Peloton
- Generous family-friendly policies
- Incentives 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
About us:
You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.
We’re on a mission to radically reshape banking and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity amp; 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.
By submitting your application, you agree that Starling Bank