About Starling Bank
Starling Bank is a digital bank.
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Job description from 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.
Our aim is to give customers clarity and control over their money by allowing customers to manage their money entirely through the Starling banking app. The app is connected to 24/7/365 support - the customer service team is at the heart of our company.
As a team leader, you inspire and motivate your team to give the best service to our customers. You lead from the front, showcasing your finely tuned customer service skills on a daily basis. Not only that, we look to you to share solutions that will make our's, and our customers lives, better.
Shifts: This role will cover a 12 week rotation between 6am - 20:30 Monday - Sunday. This is a hybrid role, the first 6 weeks will be spent full time in the office, followed by a 40% office & 60% home split after this period.
Responsibilities:
- Positively influence and contribute to the team culture.
- Motivate, coach and develop staff in the Contact Centre.
- Maintain a degree of technical knowledge of our products and services.
- Provide exceptional customer service via phone, email, live chat and social media in a live environment as required.
- Respond to customer complaints and escalate issues as necessary.
- Show ownership and accountability for offering solutions to benefit our customers and the business.
- Drive continuous improvement ethos within the contact centre and the business.
- Actively improve processes, workflows and service to our customers.
- Proactively seeking solutions for potential issues.
- Leading our Customer Service teams in a 24/7 environment.
Requirements
- Experience leading a team.
- Previous experience of a contact centre environment is desirable.
- Accountable leader with strong customer focus.
- We aren't fans of big, formal training sessions. However, you will be able to demonstrate your skills in up-skilling and coaching team members.
- We are a fast moving, constantly changing business. Ability to adapt to, and lead people through change is paramount.
- Excellent written and verbal communication skills.
- Ability to balance workload and schedules with multiple priorities.
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 & group income protection
- Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&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
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & 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 may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.
What employees say
Pay
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Good
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Most people are paid a living wage
Do Starling Bank pay a living wage?
Most people are paid a living wage.
How we know this
100% of people say they are paid at or above the Real Living Wage for where they live.Based on data from 44 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
Everyone should be paid enough to live on.
The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.
The current rates are £12.00 per hour, and £13.15 per hour in London.
Find out more in our explainer about the Real Living Wage.
Good
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Most people are paid market rates
Do Starling Bank pay market rates?
Most people are paid above average for their job.
How we know this
89% of people are paid above average for the type of work they do.Based on data from 19 people who took the Breakroom Quiz between February 2022 and October 2023.
Why this matters
Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.
Needs improving
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Most people don’t get paid breaks
Do workers at Starling Bank get paid breaks?
No. Most people don’t get paid breaks.
How we know this
74% of people say they don’t get paid breaks.Based on data from 42 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
A good job should have paid breaks.
You should be paid for all your time at work, whether you’re on a break or not.
Good
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Most people get sick pay
Do Starling Bank pay sick pay?
Yes. Most people get proper sick pay.
How we know this
95% of people say they would get paid if they were sick but scheduled to work.Based on data from 42 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
Everyone gets sick sometimes. You should be able to take time off without worrying.
At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.
This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.
Good
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Most people don’t do unpaid extra work
Do workers at Starling Bank do extra work that they don't get paid for?
Rarely. Most people don’t do unpaid extra work.
How we know this
83% of people report that they don’t do extra unpaid work.Based on data from 40 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
Everyone should get paid for any extra work they do, even if it is outside your contracted hours. At a good job, you should be paid for all the time you spend at work.
Hours and flexibility
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Good
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4+ weeks notice of shifts
How much notice do people get of their shift pattern at Starling Bank?
Most people get 4 weeks notice of when they’re working.
How we know this
- 3% of people with changing schedules report getting one week notice or less.
- 6% of people with changing schedules report getting two weeks notice.
- 6% of people with changing schedules report getting three weeks notice.
- 84% of people with changing schedules report getting four weeks notice or more.
Based on data from 31 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
At a good job, you get plenty of notice about when you’re working.
This makes it easy for you to plan the rest of life, as well as your finances, because you know how much you’ll be working and when.
Okay
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Only some people get a choice of shifts
Do Starling Bank workers get to choose the shifts they work?
Some people don’t get enough choice over which shifts they work.
How we know this
67% report that their manager doesn’t give them enough choice over which shifts they work.Based on data from 39 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
A good job is flexible around your personal life. This means you get a say in when you prefer to work.
Okay
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Can be hard to change shifts
How easy is it for Starling Bank workers to change shifts?
Some people find it hard to change shifts.
How we know this
41% of people report that it’s hard to change shifts if they need to.Based on data from 32 people who took the Breakroom Quiz between May 2022 and November 2023.
Why this matters
A good job is flexible around your personal life. It should be easy to change a shift if you need to, whether that’s in an emergency or for planning ahead.
Good
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Easy to book holiday
How easy is it to book a holiday at Starling Bank?
Most people find it easy to book holiday.
How we know this
87% of people report it’s easy to book holidays.Based on data from 47 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.
Good
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Shifts don’t get changed at short notice
Do Starling Bank managers change shifts at short notice?
Most managers don’t change people’s shifts at short notice.
How we know this
89% of people say their manager doesn’t changes their shifts at the last minute.Based on data from 38 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
If your manager is often changing your shifts at short notice that’s a sign of poor planning. At a good job you won’t be messed around at the last minute.
Good
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Most people find it easy to take sick leave
How easy is it to take sick leave at Starling Bank?
Most people find it easy to take sick leave.
How we know this
98% of people report that it’s easy to take time off if they are sick.Based on data from 45 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
Everyone gets sick sometimes. You should be able to take time off when you need to.
A good job should support you when you’re unwell and have systems in place that will allow you to take time off to recover when you need it.
Workplace
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Good
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Most people feel treated with respect
Do people at Starling Bank feel treated with respect by their managers?
Most people feel treated with respect by their managers.
How we know this
91% of people say they’re treated with respect by their managers.Based on data from 45 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.
Good
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Most people get proper breaks
Do people at Starling Bank get proper breaks?
Most people get proper breaks.
How we know this
89% of people report that they get to take proper breaks.Based on data from 44 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.
Okay
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Some people are stressed
Is it stressful to work at Starling Bank?
Some people feel stressed here.
How we know this
43% of people say they often feel stressed at work.Based on data from 42 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.
Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.
Good
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Most people enjoy their job
Do people at Starling Bank enjoy their jobs?
Most people enjoy their job.
How we know this
84% of people report they enjoy their job.Based on data from 38 people who took the Breakroom Quiz between February 2022 and November 2023.
Good
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Most people recommend their team
Do people at Starling Bank recommend working with their team?
Most people recommend working with their team.
How we know this
77% of people report that they would recommend working with their immediate team to a friend.Based on data from 30 people who took the Breakroom Quiz between November 2022 and November 2023.
Why this matters
A good job means enjoying the place where you work.
The people you work with every day really matter. They can be the difference between a terrible day and a great one.
If you’d recommend your team to a friend, this shows that something’s going right.
Good
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Most people get enough training
Do people get enough training when they start at Starling Bank?
Most people got enough training when they started.
How we know this
77% of people report they got enough training when they started working here.Based on data from 30 people who took the Breakroom Quiz between November 2022 and November 2023.
Why this matters
A good job should give you good training when you start, not just drop you in at the deep end.
This means that you’ll be happier and more productive from day one and shows that your employer values you.
It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.
Good
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Most people get support to progress
Are people given support to progress at Starling Bank?
Most people are given support to progress here.
How we know this
In the last year, 72% of people report being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role.Based on data from 43 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.
This means you’ll be able to build on your skills and experience, and earn more money.
Good
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Head office understands the what’s happening
Do people think Starling Bank head office understands what's happening where they work?
Most people think head office understands what’s happening where they work.
How we know this
57% of people think that this employer’s head office or owners have a good understanding of what’s really happening where they work.Based on data from 30 people who took the Breakroom Quiz between November 2022 and November 2023.
Why this matters
At a good job, the role of head office should be to support the people on the frontline serving customers.
To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.
Good
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Most people feel well informed by head office
Do workers feel well informed about how Starling Bank is doing?
Most people feel well informed about how the company is doing.
How we know this
79% of people feel that they are kept well informed about how the company is doing as a whole.Based on data from 42 people who took the Breakroom Quiz between February 2022 and November 2023.
Why this matters
At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.
You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.
What Starling Bank employees say about their job
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Best thing
Money
Worst thing
Management and HR does not care about you
Starling Bank Customer service, December 2022
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