Outcome Testing Contact Specialist

The Customer Contact Specialist role is a key part of the Outcome Testing function at Starling Bank, helping us hear the customer’s voice to help influence our understanding of their experience of Starling’s products and services and how this impacts their outcomes today. In this role you will be working alongside Customer Outcome Analysts, and proactively engaging customers to gain greater insight into their journey with Starling.

Responsibilities

• Proactively communicate with customers via phone, email, and/or in app messages to gain insight into their recent journeys with Starling
• Engage with customers, conducting structured conversations to identify key insights about customer journeys, challenges, and expectations. 
• In support of the above, correctly interpret desk-based analysis to ensure any unknowns from a desk-based review are discussed and better understood
• Where appropriate, identify where Starling could offer additional support to a customer, and ensure the customer is aware of all support options available to them
• Work closely with Customer Outcome Analysts to relay customer insights and provide context that supports their desk-based reviews and outcome decisions
• Accurately document customer interactions, feedback, and relevant details and ensure clear communication with colleagues
• Assist in the analysis of customer feedback and trends to support wider outcome testing marking and strategies
• Address immediate customer concerns during interactions, and escalate complex issues to the appropriate teams for resolution
• Maintain a deep understanding of Starling’s products and services, to help address customer inquiries and provide relevant context during conversation.

• Experience in a role that requires significant engagement with customers
• Excellent written and verbal communication skills.
• An effective communication style that’s adaptable to a diverse range of customers
• The ability to listen and ask questions that get to the root cause of the problem
• Ability to see the bigger picture, applying judgement on the impact of what we see in our reviews on the bank and on our customers, even where it may be compliant with our current policies and processes
• Proven ability to communicate with internal colleagues across different teams, both verbally and in writing
• Comfortable providing constructive challenge where policy and process conflicts with good customer outcomes
• A desire to drive continuous improvement and put things right for customers
• Resilience and positivity - someone who views a situation with logic and perspective
• Proactive and self motivated

• 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
• 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
• 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 and Salary Sacrificed Gym partnerships

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.

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