Head of Customer Service
- Recruiter
- Starling Bank
- Location
- London (City of), London (Greater)
- Salary
- £60,000 - £70,000
- Posted
- 14 Jun 2018
- Closes
- 12 Jul 2018
- Sectors
- Banking & Financial Services
- Contract Type
- Permanent
- Hours
- Full Time
DESCRIPTION
Starling is a bank – but not as you know it. We have built a bank that will change banking and it’s our mission to give customers the opportunity to feel more in control of their everyday money and financial health – so they can enjoy the things that matter most. In 2016 we announced our latest funding round of US$70m and were approved as a bank by the regulator – one year later we became the first mobile-only current account in the UK.
We offer 24/7/365 support for our app and are looking for a Head of Customer Service to lead this team.
If you are passionate about the customer experience and want to lead and drive exceptional customer service for a next generation, digital bank, then read on.
The responsibilities of the role include:
- Owning and managing all customer service interactions, including but not limited to social media, phone, incoming chats and emails.
- Identifying areas for improvement and development in the team.
- Coaching, motivating and developing teams.
- Using MI to analyse root cause and make recommendations for change.
- Actively improving processes using a customer centric ethos.
- Driving continuous improvement to improve customer satisfaction.
- Demonstrating exceptional people and operational leadership skills.
- Planning team rotas based on forecasts and responding to incidents quickly to ensure customers are not affected.
- Showing ownership and being proactive when issues arise.
- You will also help our Customer Service team members grow and develop in their careers via our Passport to Starling scheme, which is a rotational development scheme enabling members of the Customer Service team to contribute to other teams within our bank.
REQUIREMENTS
- Excellent written and oral communication skills.
- Understanding of Onboarding requirements including KYC.
- Ability to balance workload and schedules focusing on multiple priorities.
- Be a leader with a strong customer focus.
- Proven ability to adapt to, and lead teams through change including training required.
BENEFITS
£60,000 - £70,000
See our perks as listed on our careers page