Job Description

Hello, we\xe2\x80\x99re 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\xe2\x80\x99re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company.
We\xe2\x80\x99re 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.
The role: We\'re looking for a Customer Service Operations Manager (CSOM) to lead our Evening operation alongside a peer Operations Manager; leading full and part time Team Leaders. This role will cover between 5pm - 3am Monday - Friday with an on call rota across weekends, shared with 7 peer Operations Managers. We can be flexible with the working hours, our key priority is to support our people.
The role of an Operations Manager at Starling Bank is to inspire, engage and develop Team Leads, Specialists and Team Members to provide a truly customer centric service.
Shifts: Our Twilight CSOM will be responsible for our evening service, (between 5pm - 3am), and will work alongside peer Day and Overnight Operations Managers to offer a seamless 24/7 service to colleagues and customers.
Hybrid working: This role will spend the first 6 weeks in the office 9:00 - 17:30 working with day time peers before moving to a hybrid, twilight way of working with 1 shift per month spent in the office.
Recruitment Process: The process will consist of a first stage pre-screen telephone call with Anna Griffin (Talent Acquisition Partner) for any shortlisted candidates, following this will be a two stage interview process. We\'re not looking to work with any agencies on this role, all applicants are required to complete the online application process.
Reporting directly to the Head of Customer Service and working closely with the Team Leads, responsibilities include:

• Demonstrating strong people and operational leadership skills.
• Forecasting volumes based on demand and planning team rotas accordingly.
• Positively influencing and contributing to the team culture.
• Motivating, coaching and developing teams leads and teams.
• Reporting MI accurately, analysing the root cause, and making recommendations and improvements.
• Providing exceptional customer service.
• Actively improving the customer journey and customer satisfaction.
• Proactively seeking solutions for potential issues.
• Successfully and sustainably scaling the Customer Service function.

Requirements:

• Accountable leader with strong customer focus.
• Experience managing Team Leads in a large, scaling operation.
• Experience managing large teams in a 24/7 contact centre environment.
• Ability to train teams and adapt to training styles.
• Ability to adapt to, and lead teams through change.
• 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\xe2\x80\x99s 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\xe2\x80\x99t accommodate every flexible working request, we\'re always open to discussion. So, if you\'re excited about working with us, but aren\xe2\x80\x99t sure if you\'re 100% there yet, get in touch anyway.We\xe2\x80\x99re on a mission to radically reshape banking \xe2\x80\x93 and that starts with our brilliant team. Whatever came before, we\xe2\x80\x99re 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\xe2\x80\x99re 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.