Customer Service Team Member - Overnight (Southampton)

Southampton, England, United Kingdom · Customer Service expand job description ↓

Description

Starling, the leading digital bank, is 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 surpassed 775,000 accounts in total: 695,000 retail current accounts, 59,000 business accounts for small and medium-sized enterprises (SMEs) and a further 22,000 retail euro accounts. We’re on track to hit one million accounts before the end of 2019. Our total deposits, meanwhile, have surpassed £600 million and are expected to top £1 billion over the same period.

We’re a fully licensed UK bank, and we have the culture and spirit of a fast-moving, disruptive technology company. We’ve won the Best British Bank award two years running, and now employ more than 600 people in our City of London office. We’re also creating up to 150 new jobs at our new Southampton site. We have secured a £100m award from the Capability and Innovation fund to transform SME Banking. Within the banking team we are leading and shaping the delivery of this award to help deliver the transformation in UK Banking that is Starling’s ambition.

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.

We are looking for Overnight Customer Service Team Members to join us and drive exceptional customer service for a next generation bank, between 10pm - 8am, 365 days a year. There are opportunities to join our team on a full time (5 nights per week) or part time basis, just let us know what works best for you. Got plans and need a night off? Shift swaps are available!

Responsibilities:

  • Provide exceptional customer service via phone, email and live chat.
  • Show ownership and accountability for offering solutions to help and benefit our customers.
  • Maintain high service standards and continually improve the service to our customers.
  • Respond to customer complaints and escalate issues as necessary.
  • Support continuous improvement ethos within the contact centre.
  • Actively seek to improve processes and workflows.
  • Work well within a dynamic team environment.
  • Investigate and resolve issues whilst proactively seeking solutions.

Requirements

  • Strong customer focus.
  • Excellent written and verbal communication skills.
  • Ability to adapt to change.
  • Ability to balance workload and deal with multiple priorities.
  • Aptitude to work with a team in a changing environment.

Benefits

  • 33 days holiday (including public hols). You’ll also get your birthday on us.
  • 16 hours paid volunteering time a year
  • Private Medical Insurance with VitalityHealth
  • Contributory pension scheme
  • Friday breakfast - bacon and egg rolls to vegan sausage butties.
  • Our kitchens are stocked with fresh fruit and a range of hot and soft drinks.
  • We host a company social once a month and 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

Full details are available on our careers site

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