Intraday Analyst (Overnight Full Time) - #1716179

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. 

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

Stage 1 - Interview with the hiring team

About the role:

Our Resource Planning team are growing and we're looking for two new Intraday Analysts to join the team on a full time overnight basis.

Our Intraday Analyst role works to ensure that appropriate staffing levels are available at any time to service customer demand within the agreed service levels across all channels, including moving staff between channels if required. This will include monitoring relevant channels, liaising with employees and real time monitoring of queues and workload.

This role will work follow a 3 week rotation, working between 10pm - 6:30am and will work 1 in 3 weekends. The first 6 weeks will be spent full time in the office, moving to hybrid working after this period, this will be a blend of days and evenings shifts to accommodate training. We open to candidates based in either Cardiff or Southampton.

Closing date: Friday 23rd May, 12pm.

Key Accountabilities:

• Coordinating of real-time activities to ensure appropriate agent coverage
• Handling and processing of scheduling enquiries and changes promptly
• Processing of annual leave, other time off requests and sickness
• Ensuring that the WFM system to is updated timely and accurately
• Ownership of live performance at a daily and weekly level

Requirements

Behaviours & Competencies:

• Ability to communicate at all levels
• Good influencing skills
• Able to work under pressure
• Excellent attention to detail
• Approachable and friendly

Skills:

• Good written and verbal communications skills
• Previous experience of using WFM systems
• Experience in a contact centre environment
• Understanding of call and chat routing

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
• 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:

We’re on a mission to radically reshape banking – and that starts with our brilliant team. We know that our bank is only as good as the people who build it. From customer support and engineering to marketing and business development, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

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.

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.

By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.