Customer Service Team Lead

Starling BankSouthampton, England, United Kingdom

Hybrid Full-time

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Experience Level

Manager

Qualifications

We are looking for a candidate with a proven track record in customer service, preferably in a leadership role. You should possess excellent communication skills, a passion for customer satisfaction, and the ability to inspire and motivate a team. Experience in a fast-paced environment is a plus.

About the job

At Starling, we harness cutting-edge technology to offer our customers exceptional service and a sustainable banking experience. Our core values – Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness – guide our operations and culture. We are proud to be a branchless, largely paperless bank committed to responsible banking and inclusivity.

This role involves hybrid working, requiring all colleagues to be in the office for a minimum of 10 days each month, while providing the flexibility to work from home for the remainder.

The Recruitment Process:

Our recruitment process is designed to be a mutual exploration. You'll engage in a two-stage interview process, beginning with a telephone call with a recruiter, followed by a face-to-face or virtual assessment with two Customer Service Operations Managers. This assessment will include traditional interviews, live scenario exercises, and a pre-prepared presentation.

About the Role:

Your leadership will inspire and motivate your team to deliver outstanding customer service. You will lead by example, demonstrating exceptional customer service skills and sharing innovative solutions to enhance both our operations and customer satisfaction.

Shifts: This position will involve a 12-week rotation covering shifts from 6am to 8:30pm, Monday through Sunday. The initial 6 weeks will be office-based, followed by a shift to a 40% office and 60% home working arrangement.

Responsibilities:

Foster a positive team culture and encourage collaboration.
Coach and develop Contact Centre staff to enhance their performance.
Maintain strong technical knowledge of our products and services.
Deliver exceptional customer service through various channels, including phone, email, live chat, and social media.

About Starling Bank

Starling Bank is a leading digital bank redefining the banking experience through advanced technology, fair service, and strong ethical values. Our goal is to create a banking environment that serves everyone, focusing on exceptional customer experiences and sustainable practices.

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