Overview
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.
Our recruitment process:
Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious.
Following your application being reviewed, you can expect the below:
Stage 1 – Telephone interview with Anna Griffin, Talent Acquisition Partner
Stage 2 – Two stage interview process with relevant stakeholders.
Closing date: Friday 17th May, 12pm
About the role:
The Head of Welfare Support will be responsible for leading the Specialist Support Team and instilling a customer centric approach to supporting customers with additional needs.
Working closely with the Director of Customer Outcomes, you will be responsible for driving the vulnerable customer agenda across all business units along with implementing and embedding the vulnerable customer framework.
This is a strategic role that will work with industry bodies to share best practice and forge strong and productive relationships.
This role is certified under the Senior Manager Certification Regime; a Fit and Proper assessment will be conducted for the successful candidate.
Key Accountabilities & Responsibilities:
- For areas of responsibility ensure customer centricity and integrity with every decision that is made.
- Develop and maintain specialist support processes, procedures, templates and communications with customers in line with the Vulnerable Customer Policy.
- Provide support and guidance to colleagues on complex and/or nuance escalations.
- Support incidents and change projects across the Bank by providing technical expertise and oversight. This will require regular on-site visits to our various regional offices.
- Lead and influence the culture of the departments ensuring that we live by our five values of: 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, colleague commitment and professionalism.
- Lead individuals and groups through strategic change and/or organisational change.
- Create the right environment to attract and retain top talent; enable teams to continuously maintain and improve their technical and non technical skills.
- Collaborate and work with internal stakeholders such as Compliance, Legal and others as needed.
- Keep the Senior Leadership Team updated on the progress of any identified issues.
- Ensure self and team maintains an up-to-date knowledge of regulation, legislation and industry best practice.
Requirements
Behaviours & Competencies:
- Integrity- Always do the right thing for our customers, colleagues and Starling.
- Effective communication style that’s adaptable to a diverse range of customers.
- Self-motivated, positive and able to multitask in a busy and changeable environment.
- Adaptable and resilient
- Ability to challenge and question thinking
- Experience in collaborating effectively across a variety of business areas and ability to interact effectively with all levels.
- Enthusiasm for driving forward service improvements with the tenacity to overcome any obstacles.
Skills:
- Proven ability to lead high performing teams, with substantial experience in supporting customers with additional needs.
- Understanding of customer needs and challenges in a financial services organisation.
- Ability to communicate effectively in a variety of media (written and verbal) to a wide range of audiences – customer, stakeholders, external bodies.
- Ability to take a problem solving approach and to analyse information and situations and generate recommendations and solutions.
- 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. 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.
