Job Description

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At Starling Bank, the customer always comes first and this is an important quality we look for in all our colleagues.
The Head of Complaints Operations will form part of our Customer Resolutions Management team and will lead our complaints operations function.
The role holder will lead and maintain the complaint handling framework for Starling Bank, focusing on a customer centric approach. This is a role which will work with and influence stakeholders across the bank to ensure a collaborative and consistent approach is delivered to drive longer term service improvements.
If you have demonstrative experience leading a complaints function within a regulated environment, we want to hear from you.
Closing date - 5pm, 23rd June 2025.
Requirements:
Behaviours and Competencies:

• Experience of leading a large cross site teams in a customer service environment
• Knowledge of complaints handling processes including regulatory requirements.
• Enthusiasm for driving forward efficiency, quality and service improvements with the tenacity to overcome any obstacles.

Skills:

• Ability to communicate effectively in a variety of media (written and verbal) to a wide range of audiences - customer, stakeholders, external bodies.
• Analytical skills to investigate, collate and evaluate information
• 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.

Key Responsibilities:

• Lead and motivate a team of dedicated Operations managers and complaint handlers to ensure we continue to deliver high quality good customer outcomes
• Drive, develop and implement powerful cross team relationships to deliver efficiency across the complaint handling journey.
• Review and maintain all complaints related process and procedure manuals ensuring they comply with FCA standards and industry best practice
• Promote a high performing continuous improvement culture that delivers excellence in customer service
• Take full ownership of end to end complaint handling, overseeing adherence to internal processes ensuring complaints are resolved at the earliest opportunity.
• Influence, collaborate and work with internal stakeholders such as Risk, (to ensure we meet regulatory requirements) and Legal (for resolving more complex disputes) and others as needed.
• Recruit, develop and performance manage to ensure we have the right capabilities and skills to meet our customer needs.

• Ensure the complaints operation is "fit for the future" and aligned with the delivery of strategic initiatives across the wider operations function.

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
• 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
• 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 and Salary Sacrificed Gym partnerships

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.
By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our 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.

Starling Bank