Financial Assistance Vulnerability Team Lead

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.

About the role:
We are looking for an experienced Financial Assistance (Collections) Vulnerability Team Lead to join our fantastically talented team of extremely dedicated financial assistance experts whose primary role is to ensure we are delivering the right outcomes for customers.

As a Financial Assistance (Collections) Vulnerability Team Lead, your team will be responsible for ensuring our customers are supported with any additional needs during their period of financial difficulty.

Team Leads are critical to the success of our department. As a team leader, you’ll inspire and motivate your team to give the best service to our customers. Leading from the front, you’ll showcase your experience and finely tuned skills on a daily basis. Not only that, we’ll be looking to you to share solutions that will make our's, and our customers' lives, better. And of course , you'll be a brilliant people manager and a fantastic colleague!

Training: This will be conducted in the office over a minimum of 6 weeks, once this is completed you will move to a hybrid way of working with travel required to our Manchester office. The team will work from the office 10 days a month.

Shifts: Full time rotational shifts between 8am-8pm Monday - Friday and Saturdays 9am-5.30pm & occasional bank holidays.

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. 

Following your application being reviewed, you can expect the below:

Stage 1 - Introductory call with a Talent Acquisition Specialist

Stage 2 - Role related interview with Financial Assistance Operations Managers and/or Head of Department

• Experience of leading a team of advisors in a collections vulnerability environment.
• Accountable leader with strong customer outcomes focus.
• Excellent written and verbal communication skills.
• Ability to balance workload and schedules with multiple priorities.
• Experience of working in an FCA regulated business with a comprehensive understanding of CONC 7, Consumer Duty and the Lending Standards Board’s standards for business customers.

• Great interpersonal skills, with the ability to respond to internal and customer queries efficiently and sympathetically.
• Organised, with the ability to deliver to deadlines.
• Ability to prioritise within a dynamic environment.
• Able to oversee and manage complex cases.

• 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.