The job from hell - Customer Service Starling Employee Review

Everything. I wish I could give them no stars because 1 is way too generous. I was with Starling for over 6+ years and it’s fair to say it’s the job from hell. They had so much potential and their values and culture quickly plummeted after covid and after Anne stepped down. They may have made a profit and make themselves look good to the outside world, but they treat their staff like crap. Once Anne left and the new CEO came in, things took a massive turn in both culture and the way the business ran. When Anne left, staff were on high alert and when Raman came in, within a few days he was making changes. You’re not allowed to speak to him and he’s very rude when you pass him in the office - Anne was never like this and actually spoke to you and took time to listen. The new CEO avoided questions about hybrid working and on a random Wednesday at 4pm, he sent an email stating that everyone will be coming in 3 days a week, immediate affect and any prior exceptional circumstances in place are now non existent. The uproar from staff wasn’t because we were forced back, it was the way it was handled. A few days later he sent a tone deaf email stating staff shouldn’t push back, he’s made his decision, he doenst care what staff have to say, and the platform we expressed opinions on wasn’t for that discussion, but staff don’t have a platform to express their opinions and if you do, you’re told to leave. He said he would create a platform to express opinions..where is it? No where to be found. My last straw with this company was when they launched an investigation into their entire operations team and made up lies to push people out. They sat on information for 3+ months (which they admitted and left out of the investigation notes because they knew it looked bad) because they ‘wanted to build a case’ against the entire operations team and have them investigated for customer detriment and work avoidance. Their stats hardly held up and with over a month of defending myself, a few days before Christmas they said there was no further action but if it happened again it would be taken further. I did nothing wrong and they didn’t apologise for their wrongdoing. I off for a few weeks, grieving, and as part of the investigation they asked me ‘why didn’t you do any work during X period?’. If they were competent and doing a so called investigation properly, they would have known I was on compassionate leave. I had to repeat this several times as part of the investigation. After, I raised a complaint about how it was handled, and they then wrote back 3 weeks later saying it wasn’t upheld and I was a liar. They had no evidence to back anything up other than ‘we wouldn’t do this’. That’s when I handed my notice in. After I left, 4 other people handed in their notice and the team was quickly cut in half 4 months into 2025. (I was part of a small team assisting operations). They didn’t bat an eyelid and refuse to replace anyone. The same thing happened to CS in London - staff left and didn’t get replaced and eventually they dissolved the team putting pressure on the other sites. There is no career progression if you are based in operations or in London - I was told to stay in my role or leave as there was nothing there for London based staff unless you’re an engineer or the exec team. I was told by HR that people with ops experience are unappealing and too low down therefore won’t be allowed to progress. They give you interviews out or courtesy because you work there but will decline you the next day opting for external staff who leave within 6 months because they see the company for who they really are. They employ managers who have no idea what they’re doing, gossip, and spread lies about staff to create at atmosphere where you are isolated. I had a Head Of pull me into a meeting and send me external job roles and play it off like she’s helping (i didn’t say i was looking for a new job). I wish I was making it up. That same head of, went and told someone higher up than her that me and a few others don’t align with the companies values and we shouldn’t be here, putting a target on our backs and they all ran with it because the entire management team in the entire bank has one functioning brain cell between them all. They allow managers back after being suspended who verbally and physically abuse staff, and make women uncomfortable. I could write so much more but I’d be here forever. Avoid this place. Don’t believe what they market to the outside world. They received a fine for a reason. I’m surprised they’re still allowed to run. And for the positive reviews? You’re asked to leave a positive review if you live and breath the lies they tell you, if you’re a yes man and if you’re in a ‘good position’. They’re tactical about it.