Customer Service Team Member – Twilight – Part Time
Location: Cardiff & Southampton
Reporting to: Customer Service Team Lead
Closing date: Wednesday 6th May, 12pm.
At Starling, we are on a mission to provide people with a fairer, smarter, and more human alternative to traditional banks. We are building a leading digital bank, driven by fast technology, fair service, and honest values.
Our vision is to create a banking industry that serves everyone by developing best‑in‑class proprietary technology, offering an exceptional customer experience, and establishing a strong, sustainable business.
Our five core values – Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness – are at the heart of everything we do, guiding our strategy and shaping our culture.
We are a branchless, largely paperless bank, committed to responsible banking, sustainability, and fostering an inclusive environment where everyone can thrive.
The Customer Service team is at the core of our success. As the point of contact for our customers, you will respond to their needs efficiently and timely, whenever they choose to speak to us. The queries you deal with will range from simple to complex. It is a varied yet challenging role, giving everyone at Starling the chance to own interesting things from day one.
We truly put our customers first and we want to hire people who are driven to do the same! The starting salary for this role is £26,500. We are looking for customer obsessed people, regardless of background or experience.
Shifts
- Evenings – 25 hours a week (5 x 5 hours shifts), between 17:00 and 00:00 Monday to Sunday.
- Evenings – 30 hours a week (8.5 hour shift with 1 hour lunch; 12 shifts over three weeks, average of 4 shifts of 7.5 hours working for a 30 hour average), 17:00 to 01:30 Monday to Sunday.
Our contact centres are open 365 days per year. We are passionate about improving work life balance and are committed to hybrid working patterns that give you a balance of home and office working.
Your application form will capture your shift preferences.
Recruitment Process
Once we have reviewed your application, we will be in touch to let you know if we are progressing your application further or not. If progressed, we will invite you to book a call with someone from our talent acquisition team or record a video.
After the call/video, if the role seems like the right fit, we will invite you for a final stage video interview with a Team Leader from our Customer Services team. The interview will include Q&A questions, a role play activity and a written communication exercise.
We encourage you to check out our app or read about our journey before meeting with us.
Training
You will receive 6 weeks of face‑to‑face training.
Responsibilities
- Providing exceptional customer service via phone, email, live chat and social media.
- Showing ownership and accountability for offering solutions that help and benefit our customers.
- Maintaining high standards and continually striving to improve the service for our customers.
- Responding to customer complaints and escalating issues as necessary.
- Supporting a continuous improvement ethos within the contact centre.
- Actively seeking to improve processes and workflows.
- Working well within a dynamic team environment.
About You
- Working in a contact centre environment is not essential – demonstrating an understanding of great customer service is enough.
- You will be comfortable talking to customers however they choose to reach out.
- You have excellent written and verbal communication skills.
- No two days are the same – you should be comfortable working in a fast‑changing environment.
- Money is an emotive subject and some interactions can be difficult; you need to be resilient and able to help your customers when they need you the most.
- We will offer lots of training and guidance but as a FinTech you will need basic IT skills to navigate our laptops (MacBook) and systems.
Benefits
- Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers.
- Culture of Excellence: Be part of a collaborative, empowered, and forward‑thinking team.
- Growth and Development: We are committed to your professional growth, offering opportunities to learn new technologies, take on new challenges, and own interesting things from day one.
- A Bank That Cares: We are a Living Wage employer, committed to flexible working, and dedicated to creating a fair, open, and safe working environment with compassion and inclusion at its core.
- Comprehensive Benefits: We offer a competitive salary and a comprehensive benefits package, including:
- Company‑enhanced salary sacrifice pension scheme (7% employer contribution).
- Private Medical Insurance with Vitality, including mental health support and cancer care.
- Partner benefits include discounts with Waitrose, Mr & Mrs Smith and Peloton.
- 25 days holiday (plus public holiday allowance).
- An extra day’s holiday for your birthday.
- Life Insurance at 4x your salary.
- 16 hours of paid volunteering time a year.
- Ability to buy or sell annual leave.
- Generous family‑friendly policies.
- Annual leave increases with length of service; you can buy or sell up to five extra days off.
- Incentivised 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 leasing.
Equal Opportunity and Privacy Notice
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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