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Customer Relations Team Member (London)
 
Title: Customer Relations Team Member (London)
Category: Accounting & Finance
Job type: Permanent
Job status: Full Time
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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 opened more than 500,000 accounts, including over 30,000 SME accounts, and our customers trust us with over £250m of their money. We’ve won the Best British Bank award two years running, and now employ more than 380 people in our City of London office, with plans to hire up to 150 new jobs at our new Southampton site.

We are a fully licensed UK bank, and we have the culture and spirit of a fast-moving, disruptive technology company and are obsessed with providing our customers with the best banking app and money management experience around.

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.

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.

RESPONSIBILITIES:

Investigating customer complaints and responding to customers with the outcome. Providing exceptional customer service via phone and email. Showing ownership and accountability for offering solutions to 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. Investigating and resolving issues whilst proactively seeking solutions. Requirements

Experience in a customer focussed complaints handling role within financial services, with a working knowledge of the relevant regulatory requirements. Excellent written and verbal communication skills. A great eye for detail and an ability to handle investigations with complex issues. A team player who is also able to work independently to deliver in a fast-paced work environment. The ability to meet deadlines in line with our complaint handling processes A genuine commitment to exceptional customer service. Offer of employment is subject to the satisfactory passing of background checks covering both your financial and criminal history.

Benefits

25 days holiday (plus your birthday off) Perkbox membership Contributory pension scheme All the coffee you can drink!
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