Overnight Customer Service Team Member - Part time
Starling Bank, United Kingdom
Job Description
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 continue to grow, so does our need to hire 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. We don’t silo you into one particular area, so the queries you deal with will be wide ranging, from the simple to the complex. You will deal with inbound calls, online chat, social media and emails, offering a varied yet challenging role!
Here at Starling we truly put our customers first, we’re different from other contact centres in that we don’t have strict targets, we do this as we really want our customer service team members to focus on quality. You'll receive regular feedback to ensure you're giving our customers the best possible service. We don’t offer bonuses or incentives, we want to hire people who are driven to do the best for our customers.
Everyone at Starling gets the chance to own interesting things from day one, and we’re told one of the best things about working here is the ability to achieve a lot in a short space of time.
The minimum starting salary for this role is 24,500. We're pleased to say that our entry level salary has recently increased. However, we're still looking for customer obsessed candidates, regardless of your background amp; experience if that's you, we want to hear from you!
The shifts:
We're looking for coverage between 17:00pm - 06:35am Monday - Sunday, we can offer a range of shifts so please note this on your application form.
Your responsibilities will include:
- 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 - showing us you understand what great customer service looks like is.
- Comfortable talking to customers however they choose to reach out. Don’t be afraid to pick up the phone!
- Excellent written and verbal communication skills.
- No two days here are the same - you should be comfortable working in a changing environment.
- Money is an emotive subject and therefore some interactions can be difficult, our team members need to be resilient and able to deal with irate and unsatisfied customers.
- We will offer lots of training and guidance but Starling is a FinTech organisation and therefore colleagues need basic IT skills to navigate our laptops (usually Apple Mac) and systems.
Benefits
- 33 days holiday (including public hols). You’ll also get your birthday on us
- 16 hours paid volunteering time a year
- Family friendly leave policies
- Private Medical Insurance with VitalityHealth
- We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more!
- Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership
- Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme
- Gym membership options
- Season ticket travel options
- Full details are available on our careers site
About us:
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. We also offer groundbreaking B2B banking and payments services.
Since our launch in 2014, we’ve opened almost three million accounts including 480,000 business accounts for small and medium-sized enterprises (SMEs).
We’re a fully licensed UK bank and we have the culture and spirit of a fast-moving, disruptive technology company. We’ve been voted Best Current Account for the last five years running, named Which? Banking Provider of the Year for the last two and we were the most switched to bank in 2021. We employ more than 1,800 pe