Job Welfare Support Manager

About Starling Bank:

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 3000 people across our London, Southampton, Cardiff and Manchester offices.

Role Overview:

This is a new role within our Welfare Support function. The Welfare Support Manager will be responsible for leading a team of Welfare Support Advisors; instilling a customer centric approach to supporting bereft customers and those with additional needs.

Working closely with the Head of Welfare Support, you will help to drive the vulnerable customer agenda across all business units along with implementing and embedding the vulnerable customer framework.

Key Accountabilities & Responsibilities include:

• For areas of responsibility ensure customer centricity and integrity with every decision that is made.
• Responsible for performance of your area including quality, service levels, resourcing and recruitment.
• Lead and influence the culture of the department ensuring that we live by our five values of: Listen, keep it simple, do the right thing, own it and aim for greatness.
• Lead, motivate and develop colleagues to enable a customer focused working environment, colleague commitment and professionalism.
• Develop and maintain processes, procedures, templates and communications with customers in line with the Vulnerable Customer Policy Provide support and guidance to colleagues and/or customers on complex and/or nuance escalations.

• Create the right environment to attract and retain top talent; enable teams to continuously maintain and improve their technical and non technical skills.
• Collaborate and work with internal stakeholders such as Compliance, Legal and others as needed.

• Ensure self and team maintains an up-to-date knowledge of regulation, legislation and industry best practice.

Working Arrangements:

To give colleagues the best start at Starling, we have an in-person training period for 6 weeks onsite. After this period, the role will be hybrid with 10 days spent in the office per month.

The Recruitment Process:

All candidates will be notified whether they’re successful or unsuccessful. For external candidates, the first stage will be a telephone call with a Recruiter. If you’re successful at this stage, two interviews will follow.

Requirements

Behaviours & Competencies:

• Integrity- Always do the right thing for our customers, colleagues and Starling.
• Willingness to travel across multiple sites (London, Cardiff, Manchester, Southampton)
• Effective communication style that’s adaptable to a diverse range of customers.
• Self-motivated, positive and able to multitask in a busy and changeable environment.
• Adaptable and resilient
• Ability to challenge and question thinking

Skills & Experience:

• Proven ability to lead high performing teams, with substantial experience in supporting customers with additional needs.
• Experience of managing change risk and future planning of an operations team.
• Ability to communicate effectively in a variety of media (written and verbal)
• Ability to work under pressure and manage competing priorities.

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.