About 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 employ more than 3000 people across our London, Southampton, Cardiff and Manchester offices.
Role Overview:
This is a new role within our Welfare Support function. The Welfare Support Manager will be responsible for leading a team of Welfare Support Advisors; instilling a customer centric approach to supporting bereft customers and those with additional needs.
Working closely with the Head of Welfare Support, you will help to drive the vulnerable customer agenda across all business units along with implementing and embedding the vulnerable customer framework.
Key Accountabilities & Responsibilities:
* Ensure customer centricity and integrity with every decision made.
* Responsible for performance of your area including quality, service levels, resourcing and recruitment.
* Lead and influence the culture of the department ensuring adherence to our five values: Listen, keep it simple, do the right thing, own it and aim for greatness.
* Lead, motivate and develop colleagues to enable a customer-focused working environment.
* Develop and maintain processes, procedures, templates and communications with customers in line with the Vulnerable Customer Policy.
* Provide support and guidance to colleagues and/or customers on complex escalations.
* Create the right environment to attract and retain top talent; enable teams to continuously maintain and improve their skills.
* Collaborate and work with internal stakeholders such as Compliance, Legal and others as needed.
* Ensure self and team maintains up-to-date knowledge of regulation, legislation and industry best practices.
Working Arrangements:
To give colleagues the best start at Starling, we have an in-person training period for 6 weeks onsite. After this period, the role will be hybrid with 10 days spent in the office per month.
The Recruitment Process:
All candidates will be notified whether they’re successful or unsuccessful. For external candidates, the first stage will be a telephone call with a Recruiter. If you’re successful at this stage, two interviews will follow.
Behaviours & Competencies:
* Integrity - Always do the right thing for our customers, colleagues and Starling.
* Willingness to travel across multiple sites (London, Cardiff, Manchester, Southampton).
* Effective communication style adaptable to a diverse range of customers.
* Self-motivated, positive and able to multitask in a busy environment.
* Adaptable and resilient.
* Ability to challenge and question thinking.
Skills & Experience:
* Proven ability to lead high performing teams, with substantial experience in supporting customers with additional needs.
* Experience of managing change risk and future planning of an operations team.
* Ability to communicate effectively in various media (written and verbal).
* Ability to work under pressure and manage competing 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.
* Generous family-friendly policies.
* Incentives refer a friend scheme.
* Perkbox membership giving access to retail discounts and wellness platform.
* Access to initiatives like Cycle to Work and Electric Vehicle (EV) leasing.
About Us:
You may be put off applying for a role because you don't tick every box. While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace.
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