Senior Complaint Handler

<p>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.</p><p>We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. Since our launch in 2014, we’ve opened over three million accounts and we've been voted Best Current Account Provider five years in a row. We employ more than 2,300 people across our London, Southampton and Cardiff offices and will open our Manchester office in 2023.</p><p>In this role, you will work within our Customer Resolution team. The role will provide an excellent customer experience by dealing directly with complex complaints; communicating with and supporting customers who need additional support. </p><p>Applications for this role will close on 03/05.</p><p><br/></p><p><strong>Responsibilities:</strong></p><ul> <li>Understanding of complaints procedures and the ability to liaise effectively with colleagues in other areas of the business</li> <li>A confident communicator who can maintain an empathetic approach whilst adhering to company policy and procedures</li> <li>Investigating and resolving complaints across all categorisations including escalations from Risk and the Executive team, identifying and researching the complaints points </li> <li>Balancing priorities- manage a pipeline of complaints</li> <li>Take ownership of complaints and make sure that fair outcomes are achieved for our customers.</li> <li>Adapt to changing requirements which evolve as part of a growing business</li> <li>Identify areas for process, policy and service improvements</li> <li>Lead by example; offer support and guidance to less experienced team members</li> </ul><p><strong>Requirements</strong></p><p>Behaviours and Competencies:</p><ul> <li>Resilience and positivity-An individual who views a situation with logic and perspective.</li> <li>Integrity- Always do the right thing for our customers, colleagues and Starling. </li> <li>A positive “can-do” attitude whilst working in a changeable environment.</li> <li>Effective communication style that’s adaptable to a diverse range of customers. </li> <li>The ability to listen and ask questions that get to the root cause of the problem.</li> <li>Proactive and self motivated.</li> </ul><p>Skills and Experience:</p><ul> <li>Good judgement skills and the ability to make evidence-based accountable decisions.</li> <li>Proactive and demonstrable problem-solving skills</li> <li>Ability to plan and prioritise in a changing, busy environment.</li> <li>Excellent administrative skills</li> <li>Experience of mentoring or coaching other colleagues. </li> </ul><p><strong>Benefits</strong></p><ul> <li>25 days holiday (plus take your public holiday allowance whenever works best for you)</li> <li>An extra day’s holiday for your birthday</li> <li>Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off</li> <li>16 hours paid volunteering time a year</li> <li>Salary sacrifice, company enhanced pension scheme</li> <li>Life insurance at 4x your salary</li> <li>Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&amp;Mrs Smith and Peloton</li> <li>Generous family-friendly policies</li> <li>Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks</li> <li>Access to initiatives like Cycle to Work and Salary Sacrificed Gym partnerships</li> </ul><p><strong>About Us:</strong></p><p>We’re on a mission to radically reshape banking – and that starts with our brilliant team. We know that our bank is only as good as the people who build it. From customer support and engineering to marketing and business development, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.</p><p>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.</p><p>Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity &amp; 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.</p><p>By submitting your application, you agree that Starling Bank may collect your personal data for recrui