Job Description

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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 2,500 people across our London, Southampton, Cardiff and Manchester offices.

The Head of Customer Operations Support will lead, coach and manage our centralised operations support functions, supporting delivery of first class customer service. They will also lead Customer Operations culture and risk transformation agenda aligned to the Bank\'s strategy, supporting good customer outcomes and growth.

This is a hybrid role with the first 6 weeks spent full time onsite, followed by a minimum of two days a week after this period.

The closing date for this role is Wednesday 4th October.

Key Accountabilities & responsibilities

• Lead and scale our centralised support functions to ensure efficient and accurate processing of customer support requests.
• Lead Customer Operations risk transformation, including embedding effective quality control aligned to the Bank\'s risk appetite
• Drive and own the Operations culture agenda, working with Heads of functions to deliver great people focused outcomes
• Working with the Data, Product and Engineering Teams, develop and own operational MI to identify customer, quality and service trends.
• Monitor efficiency and effectiveness of Operations functions
• Key member of the Operations leadership team promoting our customer and company culture to encourage high morale.

Requirements:

Behaviours & Competencies:

• Accountable and capable leader with strong customer focus.
• Strong verbal and written communication skills with the ability to tailor to the audience.
• Adaptable and flexible in approach with the ability to lead teams through rapid change.
• Organised with the ability to balance workload and schedules with multiple priorities and ad hoc escalations.

Skills & Experience:

• Effective leadership and coaching skills, in addition to knowing both how to delegate and also understanding the details of each team and function.
• Ability to effectively partner with different teams on a regular basis and build effective working relations across departments.
• Ability to balance workload and schedules with multiple priorities and ad hoc escalations.
• Ability to balance workload and schedules with multiple priorities and ad hoc escalations
• Experience and willingness to work in a 24/7 environment and to manage incidents as they arise and impact our customers.

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.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.

Starling Bank