At Starling, we combine the power of human empathy with innovative technology. Our Customer Service agents are on hand to help 24/7 through our in-app chat, by email or finally by phone. Whichever channel you choose, you’ll be able to speak to a human (not a robot) who can help answer your question or listen to your feedback.
As a digital bank, we put technology at our core. It makes contacting us easier and it makes responding to your questions or concerns more efficient. Say goodbye to bank branch visits and crackly hold music. And say hello to 24/7 human, innovative banking with Starling.
Our Customer Service team
“We give everyone the freedom to do the best we possibly can for the customer,” says Customer Service agent Natasha. “We try to resolve a query first time, as quickly as we can. But we can also personally raise a customer question or query with the right team and then respond with an update or additional information, if needed - it’s about quality over quantity.” This approach is partly what earned us the top spot in the Customer Satisfaction survey, published by Which? in November 2020.
Natasha, 21, was among the first to join our Cardiff office in December 2019. We also have contact centres in London and Southampton. Unlike other companies she’s worked for, Starling encourages Customer Service agents to take their time with each individual customer. We also let agents decide when they want to take a break, rather than scheduling these in, and let them swap shifts between themselves.
“Agents aren’t restricted to a timescale - if a customer wants to tell us about their day or what they’re making for dinner, we don’t shut the conversation down.”