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.
Our Customer Service team is at the core of our success - and as a Customer Service Team Leader you will inspire and motivate your team to give the best service to our customers. You will lead from the front, showcasing your finely tuned customer service skills on a daily basis. Not only that, we’ll look to you to share solutions that will make your colleague’s and your customer’s lives better.
Here at Starling we truly put our customers first - and we want to hire leaders who are driven to do the same!
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
The recruitment 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.
Once we have reviewed your application we will be in touch to let you know if we are progressing your application further or not. If progressed, we will then invite you to book a call with someone from our talent acquisition team or record a video.
After the call/video, if the role seems like the right fit, we will invite you for an interview with a Leader from our Customer Services team. They will be able to give you even more insight into the role and life at Starling and talk to you about your experience and love of customer service! The interview will be made up of Q&A questions, role play activity and a written communication exercise.
We’re looking for people who are passionate about us and our product, so check out our App or read about our journey before meeting with us.
The training :
You will receive 6 weeks of face to face training.
Requirements
You’ll support your team and our customers by :
* Positively influence and contribute to the team culture.
* Motivating, coaching and developing staff in the Contact Centre.
* Maintaining your knowledge of our processes, products and services.
* Leading by example and delivering exceptional customer service via phone, email, live chat and social media as required.
* Responding to customer complaints and escalating issues as necessary.
* Taking ownership and accountability for finding solutions that benefit our customers and the bank.
* Driving a continuous improvement ethos within the contact centre and the bank.
* Actively improve processes, workflows and service to our customers.
* Proactively seeking solutions for potential issues.
* Leading our Customer Service teams in a busy 24/7 environment.
About you :
* Experience of leading a team.
* Previous experience of a contact centre environment is desirable.
* Accountable leader with strong customer focus.
* Able to demonstrate your skills in up-skilling and coaching team members.
* We are a fast moving, constantly changing business - your 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.
Benefits
Why Join Starling?
* Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers. Starling is technology-led, and you'll have the freedom to accomplish your goals in innovative ways.
* Culture of Excellence: Be part of a collaborative, empowered, and forward-thinking team. We encourage experimentation, ownership, and a relentless focus on "doing the right thing.”
* Growth and Development: We are committed to your professional growth, offering opportunities to learn new technologies, take on new challenges, and own interesting things from day one.
* A Bank That Cares: We're a Living Wage employer, committed to flexible working, and dedicated to creating a fair, open, and safe working environment with compassion and inclusion at its core.
* Comprehensive Benefits: We offer a competitive salary and a comprehensive benefits package, including:
o Company-enhanced salary sacrifice pension scheme (7% employer contribution)
o Private Medical Insurance with Vitality including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton.
o 25 days holiday (plus take your public holiday allowance whenever works best for you)
o An extra day’s holiday for your birthday
o Life Insurance at 4x your salary.
o 16 hours of paid volunteering time a year.
o Ability to buy or sell annual leave.
o Generous family-friendly policies.
o Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
o Incentivised refer a friend scheme
o Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
o Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasingOur Commitment to Equality
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.