Number of Applicants
:000+
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 3,000 people across our London, Southampton, Cardiff and Manchester offices.
Our recruitment process:
Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious.
Following your application being reviewed, you can expect the below:
Stage 1 - Telephone call with Anna Griffin, Talent Acquisition Partner
Stage 2 & 3 - Two stage role related interviews, both with Maria Vidler, Chief Customer Officer.
About the role:
At Starling Bank, the customer always comes first and this is an important quality we look for in all our colleagues. We're looking for a Head of Customer Resolution to join our complaints Management team to strategically lead the complaints department and ensure that we are delivering good outcomes for our customers. The Head of Customer Resolution will be responsible for establishing and embedding the right operating model, framework, tools and capabilities for effective end to end regulated complaints management for Starling Bank.
A key part of this role is being accountable for ensuring compliance with regulatory requirements, delivering good customer outcomes and driving a reduction strategy through the effective use of root cause data.
This is a strategic role that will work with industry bodies such as the Financial Ombudsman to share best practice and forge strong and productive relationships.
If you have demonstrative experience leading a complaints function within an FCA regulated environment, we want to hear from you!
This role is certified under the Senior Manager Certification Regime; a Fit and Proper assessment will be conducted for the successful candidate.
This role will close on Monday 1st July.
Working arrangements:
The successful candidate must be within commutable distance to Cardiff. The first 6 weeks will be spent on site, moving to 2-3 days per week after this period. The Complaints team are based across all four of our operational sites (Cardiff, London, Manchester & Southampton), travel between sites will be required.
Key Responsibilities:
Behaviours and Competencies:
Skills:
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. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.
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