Customer Service Team Member - Part Time Evenings

Customer Service Team Member
- Twilight
- Part Time

Location:

Cardiff

Reporting to:
Customer Service Team Lead

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 - 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're a branchless, largely paperless bank, committed to responsible banking, sustainability, and fostering an inclusive environment where everyone can thrive.

Our Customer Service team is at the core of our success - and our Customer Service Team Members are our greatest asset. As the point of contact for our customers, being able to respond to their needs in an efficient and timely manner - however and whenever they choose to speak to us - is what helps set us apart from the competition.

The queries you deal with will be wide ranging, from the simple to the complex. It’s a varied yet challenging role and everyone at Starling gets the chance to own interesting things from day one.

Here at Starling we truly put our customers first - and we want to hire people who are driven to do the same!

The starting salary for this role is £28,000 FTE (Roughly £22,400 for 30 hours at £18,600 for 25 hours, pro-rata).

We’re looking for customer obsessed people, regardless of your background & experience if that’s you, we want to hear from you!

We have two shift options available

1. Evenings - 25 hours a week (current rotation below):

2. Evenings - 30 hours per week (current rotation below):

Training for the role is 6 weeks in the office, weeks 1 & 2 will be full time 9:00 - 17:30 Monday
- Friday followed by 4 weeks of your evening hours. After this, the team work 1 shift per fortnight in the office and the rest from home.

Our contact centres are open 365 days per year. We’re passionate about improving work life balance and are committed to hybrid working patterns that give you a balance of home and office working.

We have 3 start dates available Monday 17th August, Tuesday 1st September and Monday 12th October.

• 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 standards and continually striving to improve the service for our customers.
• Responding to customer complaints and escalating issues as necessary.
• Supporting a continuous improvement ethos within the contact centre.
• Actively seeking to improve processes and workflows.
  
  Working well within a dynamic team environment.

• Working in a contact centre environment is not essential - showing us you understand what great customer service looks like is.
• You’ll be comfortable talking to customers however they choose to reach out.
• You have excellent written and verbal communication skills.
• No two days here are the same - you should be comfortable working in a fast changing environment.
• Money is an emotive subject and some interactions can be difficult, you’ll need to be resilient and able to help your customers when they need you the most.
• We will offer lots of training and guidance but Starling is a Fin Tech and you will need basic IT skills to navigate our laptops (Mac Book) and systems.

• 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…