Complaints Manager

Job title:

Complaints Manager

Company

Starling Bank

Job description

Job Description: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 3,000 people across our London, Southampton, Cardiff and Manchester offices.The recruitment process:Once we have reviewed your application, if we feel you have the skills and experience foe the role, we will invite you to an initial 20 minutes long phone interview.After this, the final stage would be a video interview with our Complaints team, where they will discuss the role, your skills and experience in more detail and an answer any questions you may have about the role and what to expect!Closing date: Wednesday 26th JuneHybrid working: The successful candidate will spend the first 6 weeks full time onsite, following this period the team spend 2-3 days per week in the office.Key Accountabilities:In this role, you will lead and develop a team of complaint handlers, ensuring they have the skills and abilities to deliver good complaint outcomes. You will be required to contribute to the department goals and support the wider management team in the management of the overall complaints pipeline.Responsibilities:

• Lead a team of Complaint Handlers that work flexibly and remotely ensuring that we respond to customers within the given timescale.
• Develop and embed a culture of continuous improvement
• Overall complaints pipeline management, ensuring complaints are being proactively worked and are resolved within regulatory timescales.
• Support the development of individual team members in order to achieve the best outcomes for customers.
• Understanding of complaints procedures and the ability to liaise effectively with colleagues in other areas of the business
• Adapt to changing requirements which evolve as part of a growing business
• Identify areas for process, policy and service improvements
• Resource management

Requirements:Behaviours & Competencies:

• Resilience and positivity – An individual who views a situation with logic and perspective.
• Integrity- Always do the right thing for our customers, colleagues and Starling.
• Adapts and leads change well
• A positive “can-do” attitude whilst working in a changeable environment.
• Effective communication style that’s adaptable to a diverse range of customers.
• The ability to listen and ask questions that get to the root cause of the problem.
• Proactive and self motivated.

Skills:

• Highly effective in people management and people development.
• Strong coaching ability.
• Good judgement skills and the ability to make evidence-based accountable decisions.
• Proactive and demonstrable problem-solving skills
• Ability to plan and prioritise in a changing, fast paced environment.

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

About us:You may be put off applying for a role because you don’t tick every box. Forget that! 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.We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.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. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.

Expected salary

Location

Cardiff

Job date

Fri, 14 Jun 2024 07:45:40 GMT

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