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Job description

We are currently seeking a Team Leader with Business Banking knowledge and experience to join our growing Business Banking offering at Starling
We’re on a mission to disrupt financial services. Since we were founded in 2014 Starling Bank has grown to over 3m customers, including nearly 500,000 SME customers. Our customers have deposited over £9bn with us, and we have nearly £4bn in assets. We’re ranked number 1 for customer satisfaction in the UK, and intend to continue disrupting the UK market to improve customer experiences in banking. Our free Business Banking proposition is unique and market leading.
As we grow our digital services to UK SMEs and provide a truly revolutionary banking experience, we need an experienced individual who is able to lead and drive our Business Banking Operations team to support our SME customers. This role will have both external and internal stakeholders.

About the role:

• Lead the Business Banking Operations team who provide proactive, day-to-day customer service support to Starling’s SME customers.
• Requires a passionate and committed person who will encourage and coach their team to be the best they can both individually and collectively.
• Support customers where required. Our digital first proposition exceeds customers expectations, but sometimes they need additional support. You will ensure that your team provides top-class support as well as working with the team to identify new solutions to solve new issues as they arise.
• You will support other colleagues in the bank to understand our Business customers better. Your role will be to support teams such as Onboarding, Customer Due Diligence amongst others in understanding our customers better so they can improve service delivery.
• Through your role you will have a unique insight into our customers, this will enable you to Identify trends and behaviour that will drive strategic change across our wider team.

Requirements:

• Demonstrate excellent communication skills which supports the development of your colleagues driving the confidence to succeed and strive to be the best
• Delivering outstanding coaching and timely feedback to ensure continuous progress and improvement
• Provide great service and responsible decision-making which supports colleagues in delivering fair outcomes for customers
• Have the ability to inspire and lead others in the achievement of success and Team engagement
• Optimise existing customer relationships by assisting in the delivery of solutions and services appropriate to meeting our customers’ needs
• Liaise with and coordinate teams across Starling to ensure that customers receive the best service at all times
• Support your team to provide end-to-end support for customers and see complex queries through to resolution
• Be a role-model and ensure that your team owns, manages and resolves customer enquiries within agreed timescales, ensuring the best possible outcome and providing feedback effectively
• Be an SME business expert. Understand business banking, Starling products, and fintech movement
• Being an advocate/brand ambassador for Starling Bank and develop the bank’s profile in the wider community

About You:
Experience of working in relevant environment/s, i.e. Business/Corporate Banking, Financial Services
Have a proven track record as a successful team leader with competency in coaching and developing others
Be able to speak confidently to key stakeholders within our businesses, driven by a desire to give a better banking experience.
You will be supported to offer the best banking service to SMEs and to help them focus on building their business
You’ll be resolute in improving our proposition by working with our colleagues. You will want a chance to make a difference within Starling
Have passion and commitment for our SME customers which will drive your team to be the best
You will be a team worker. You will work closely with your team and you will work closely with your colleagues in the bank.
Starling Bank supports customers 24/7, 365 days a year. We do this by working as a team.
This is a hybrid role based in the Southampton area with a requirement to travel to base office and other Starling offices as well as customer premises and other relevant business locations when necessary. Looking forward, the SME team will be available to support Monday to Friday - 8am to 8.30pm, and Saturday and Sunday (8am to 6pm). We will operate an on call model for emergencies outside of these hours and during Bank Holidays.

Benefits:

• 25 days holiday (plus public holidays or opt out and use them when works for you)
• An extra day’s holiday for your birthday
• 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:
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.
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.