Customer Service Team Lead – 30 Hours, Evenings
Location: Southampton
Reporting to: Customer Service Operations Manager
Closing date: Wednesday 6th May, 12pm
Shifts
Evenings – 30 hours a week (8.5 hour shift (1 hour lunch) with 12 shifts over the three weeks; average of 4 shifts of 7.5 hours worked for a 30 hour average), 17:00 - 01:30 Monday to Sunday.
Training
6 weeks of face‑to‑face training.
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 of leading a team
* Previous experience of a contact centre environment is desirable
* Accountable leader with strong customer focus
* Ability to demonstrate your skills in up‑skilling and coaching team members
* Adaptability to lead people through change in a fast‑moving, constantly changing business
* Excellent written and verbal communication skills
* Ability to balance workload and schedules with multiple priorities
Benefits
* 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 4× 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) leasing
Equality & Diversity
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.
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