Customer Service Team Lead - 30 Hours, Evenings Location - Southampton Reporting to - Customer Service Operations Manager Closing date - Wednesday 6th May, 12pm
At Starling, we are on a mission to provide people with a fairer, smarter, and more human alternative to traditional banks. We are building a leading digital bank, driven by fast technology, fair service, and honest values. Our vision is to create a banking industry that serves everyone – by developing best‑in‑class proprietary technology, offering an exceptional customer experience, and establishing a strong, sustainable business. Our five core values – Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness – are at the heart of everything we do, guiding our strategy and shaping our culture. We’re a branchless, largely paperless bank, committed to responsible banking, sustainability, and fostering an inclusive environment where everyone can thrive.
The shifts: We want our customers to be able to manage their money 24 hours a day, 7 days a week. Whenever they need us, we will be there. Evenings – 30 hours a week (8.5 hour shift (1 hour lunch) with 12 shifts over the three weeks so average of 4 shifts of 7.5 hours worked for a 30 hour average), 17:00 – 01:30 Monday to Sunday.
Responsibilities
- Positively influence and contribute to the team culture.
- Motivate, coach and develop staff in the Contact Centre.
- Maintain knowledge of our processes, products and services.
- Lead by example and deliver exceptional customer service via phone, email, live chat and social media as required.
- Respond to customer complaints and escalating issues as necessary.
- Take ownership and accountability for finding solutions that benefit our customers and the bank.
- Drive a continuous improvement ethos within the contact centre and the bank.
- Actively improve processes, workflows and service to our customers.
- Proactively seek solutions for potential issues.
- Lead our Customer Service teams in a busy 24/7 environment.
Qualifications
- Experience leading a team.
- Previous experience in a contact centre environment is desirable.
- Accountable leader with strong customer focus.
- Able to demonstrate your skills in up‑skilling and coaching team members.
- Ability to adapt and lead people through change is paramount.
- Excellent written and verbal communication skills.
- Able to balance workload and schedules with multiple priorities.
- Training: You will receive 6 weeks of face‑to‑face training.
Benefits
- Company‑enhanced salary sacrifice pension scheme (7% employer contribution).
- Private Medical Insurance with Vitality including mental health support and cancer care.
- Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton.
- 25 days holiday (plus take your public holiday allowance whenever works best for you).
- An extra day's holiday for your birthday.
- Life Insurance at 4x your salary.
- 16 hours of paid volunteering time a year.
- Ability to buy or sell annual leave.
- Generous family‑friendly policies.
- Annual leave increases with length of service; you can choose to buy or sell up to five extra days off.
- Incentivised 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.
Our Commitment to Equality
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