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    Customer Experience Operations Supervisor - Cardiff, United Kingdom - Starling Bank Limited

    Starling Bank Limited
    Starling Bank Limited Cardiff, United Kingdom

    2 weeks ago

    Default job background
    Description

    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. This is an exciting new role within our Customer Operations Competency Team. This role will work mainly Monday - Friday but could be required to work the occasional weekend.

    The Customer Operations Quality Control Lead will be responsible for additional quality control checks of agents to support technical re attainment of competence.

    The role will coordinate the team of Quality Control Analysts to ensure each department receives the highest standard of work from the team, delivered in a timely manner, conducting quality checks as required.

    In addition to this, conduct independent check the checker reviews in person and via the Quality Control Analysts to ensure calibration and consistency in measures.

    The role will work with the Operations leads to support the delivery of the highest standard of service adhering to fair customer outcomes ensuring our compliance with internal and external regulation.

    Assessment of the quality of our interactions with customers and the associated actions execution, providing timely feedback on remediation matters.

    Assessing whether the right processes have been followed in accordance with Confluence documentation, policy and regulations.
    Be a technical expert around Starling's Customer policies and procedures, including regulations.
    All elements of line management and development in relation to the Quality Control Analysts.
    Ensure own and teams process policy and regulations knowledge levels remain current.

    Make recommendations to further improve the individual and customer experience, providing technical feedback and process improvement opportunities to the Operations.

    Experience of working in and managing a team in a Financial Services environment.
    Experience of working in a quality assurance, outcome testing environment desired)

    Ability to work at pace whilst ensuring accuracy of work, being agile in planning and prioritising in a changing, busy environment.

    Technical expert in relation to Starling Policies and procedures

    ~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
    ~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

    While we can't accommodate every flexible working request, we're always open to discussion.

    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.
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