Dynamic Planner on cord

Dynamic Planner

Support Desk Representative

External position
Reading, UK
Hiring internally for Dynamic Planner?
FinTech
The UK’s leading, risk-based financial planning system – matching people with suitable portfolios.
Active
over 6 months ago
Posted
a month ago
Checked
cord regularly checks that external positions are still open
12 hours ago

Skills & Experience

Job roles: Customer Service Representative
Experience level: Entry, Junior, Mid
Core skills considered: Customer service, Client relations, Escalations handling
Other skills considered: Communication software, Customer support

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

Responsibilities

  • Identify license upsell opportunities for additional licenses / modules for referral to the Sales Team.
  • Work with customers to help them to understand how to utilise our solutions and support incoming enquiries.
  • The primary point of contact for support calls, conducting the initial triage of new cases and providing updates on existing cases.
  • Accurate recording of case tickets
  • Ownership of case tickets to closure
  • Management of individual case queue
  • Maintenance of the Salesforce environment daily, assessing cases raised by customers and responding within published Support SLAs.
  • Working with 3rd party and client support desks in the resolution of cases as well as providing 1st line support for respective customers and 2nd line support where appropriate.
  • Provide client support via relevant medium - phone/Teams screenshare
  • Promoting the Support Hub to help customers become self sufficient
  • Promoting Navigator to encourage customer online self-learning
  • Working collaboratively with internal teams to help resolve customer enquiries
  • Logging of agreed defects into the internal defect tracking system and ensuring that cases in both tracking systems are synchronised.
  • Testing of defect fixes where appropriate.
  • Keeping customers updated when a defect has been identified and manage expectations
  • Adhere to the escalation process for customers who make a complaint
  • Identification and recording of FAQs, common solutions, and user feedback for review by the Product Design team.
  • Creating feedback on behalf of a customer for the Product Design team
  • User admin - Creation, administration and disabling of user accounts for trial and live purposes
  • Preparation of documentation/training material to back up the support process and related tasks.
  • Follow up with customers who leave negative feedback to resolve as required
  • Cancellation last date of access administration

Requirements

  • Minimum of two years' experience within an office-based B2B environment
  • Experience in client relationship management
  • Strong communication and active listening skills
  • Effective time management with the ability to prioritise workload
  • Self-motivated with a proactive approach to work
  • Flexible and adaptable in a fast-paced environment
  • Strong presentation skills with the ability to convey information clearly
  • Analytical mindset with good problem-solving capabilities
  • Confident and professional telephone manner
  • Eagerness and ability to learn new systems and processes
  • Collaborative team player with the ability to work effectively in a team environment
  • Creative problem-solving ability
  • Passion for the Financial Services industry
  • A dynamic and energetic individual
  • Desirable (not essential): Experience within Wealth Management, Financial Planning, Financial Services, or administration of software systems
  • A Level and above

Company Benefits

  • Health plan
  • EAP
  • Wellbeing hub
  • Flexible working
  • Hybrid working
  • Annual bonus
  • Pension scheme
  • Life Assurance
  • Study support
  • Professional membership
  • Perkbox
  • Cycle to work
  • Give as you earn
  • Generous holiday
  • Anniversary holiday increase
  • Sick policy
  • Awards
  • Free food and drink
  • Regular socials
  • Team events
  • Annual events
  • Referral scheme
  • Payday treats
Support Desk Representative at Dynamic Planner
Position posted a month ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! 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 technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • 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
  • Varied social groups set up and run by our employees
  • 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

Full details are available on our careers site

Interview 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. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
Message Alex Yeates at Starling Bank
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