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.

Role Purpose - Support the Customer Outcomes & Resolutions Coaching Lead to develop and maintain a customer focused, high quality and technically competent team(s) across 1st line assurance, complaints and specialist support.

Responsibilities:

• Develop effective and high-quality learning materials and programmes with continuous assessment and improvement. Ensure that training material and any supporting documents are reviewed and approved by the relevant stakeholders and accountable senior management.
• Conduct regular training needs and skills gaps analysis to identify improvement opportunities.
• Implement and maintain appropriate training and competency records.
• Ensure the best possible delivery of training for learners. 
• Support with building, developing, maintaining  and delivering the onboarding experience for new team members.
• Supporting the Customer Outcomes & Resolutions Coaching Lead to implement ,maintain and oversee the Training and Competency Policy and Framework across the Customer Outcome and Resolution function(s). 

• Assist the development and enhancement of policies, processes and procedures, using the experience gained from the competency assessment process.
• Ensure that you maintain an up-to-date knowledge of regulation, legislation and industry best practice.

• Support change related activities in particular training and embedding of new procedures and processes. 

• Work collaboratively with key stakeholders to support with delivering consistency across the Bank
• Assist with driving a culture of customer centricity and continuous improvement.  

Requirements

Behaviours & Competencies:

• Integrity- Always do the right thing for our customers, colleagues and Starling. 
• Energetic and passionate; infuse enthusiasm and energy into training sessions/programmes.
• Integrity- Always do the right thing for our customers, colleagues and Starling. 
• A positive “can-do” attitude whilst working in a changeable environment.
• Effective communication style that’s adaptable to a diverse range of customers. 
• Proactive and self motivated.

Skills:

• Excellent written and oral communication skills.
• Ability to work at pace whilst ensuring accuracy of work 
• Proactive and demonstrable problem-solving skills
• Ability to plan and prioritise in a changing, busy environment.
• Adaptable and resilient 
• Ability to challenge and question thinking 
• A good understanding of risk and compliance in the financial services sector.

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. 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.