Customer Experience Content Team Lead - London, United Kingdom - Starling Bank

Starling Bank
Starling Bank
Verified Company
London, United Kingdom

1 week ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
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.

Stage - Prescreen call with a Recruiter
Stage - Role related interview

Closing date:
Thursday 28th March, 12pm.

Working Arrangements:
This role will work Monday - Friday 9:00 - 17:30.

This is a hybrid position, the first 6 weeks will be spent full time onsite, following this the team work 40% of the time in the office and the rest from home.


About the role:


As a team lead you'll inspire and motivate your team to create and maintain accurate, relevant content in response to business and user needs, to support our colleagues and customers.

You'll showcase your finely tuned content, stakeholder management and team leader skills on a daily basis.

Not only that, we'll be looking to you to share solutions that will make our colleagues and customers' lives better.

Your key responsibility is to ensure your team equips all customer operational teams with the necessary guidance, knowledge and expertise to efficiently address customer enquiries for product and change related situations.

You'll obsess about enhancing the customer experience and identifying continuous improvements.

This involves collecting and scrutinising data to identify potential areas where new content is required, or where existing content can be enhanced or developed to better serve users.

Or better still, drive more intuitive FAQs for our customers so they can self-serve.

Your in-depth understanding of the customer and content will put you in an excellent position to work with other teams to help shape procedures, processes, and products for maximum efficiency as we continue to thrive and expand.


Key Accountabilities and Responsibilities:


  • Positively influence and contribute to the team culture.
  • Motivate, coach and develop staff.
  • Show ownership and accountability for offering solutions to benefit our customers and the business.
  • Drive continuous improvement ethos within the team.
  • Provide a critical eye on content for the team, to ensure content is consistent with all standards and guidelines
  • Actively improve processes, workflows and service to our customers.
  • Coordinating with key stakeholders and senior management.
  • Conducting Quality assurance for the team.

Requirements:


Behaviours & Competencies:


  • Excellent written and verbal communication skills.
  • Proofreading ability, with a keen eye for detail
  • Ability to balance workload and schedules with multiple priorities.
  • Management of key stakeholders and ability to communicate at all levels of the business.
  • Ability to train team members and adapt to training styles.
  • Ability to adapt to, and lead people through change.
  • Customer service experience & knowledge at a suitable level to complete the requirements of the role.
  • A strong desire to help internal users as they help customers.
  • Diligence you understand the importance of doing things right first time.
  • Inquisitive the ability to research and make an informed decision.
  • Comfortable working in a fastpaced environment with the ability to deliver high quality results under time pressure whilst handling several tasks at once.

Skills & Experience:


  • Experience of managing a team in a financial services environment.
  • Ability to analyse and problem solve.
  • Excellent written and verbal communication skills.
  • Ability to work on own initiative.
  • Able to build strong stakeholder relationships across the business
  • Confident and competent in speaking with key stakeholders and customers directly.

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 familyfriendly policies
  • Incentives refer a friend scheme
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and ment
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