At a Glance
- Tasks: Lead a dynamic customer service team and inspire excellence in service delivery.
- Company: Join Starling Bank, a forward-thinking digital bank on a mission for fairer banking.
- Benefits: Enjoy competitive salary, private medical insurance, and generous holiday allowances.
- Other info: Flexible hybrid working and a culture that values diversity and inclusion.
- Why this job: Make a real impact on customers' financial lives while developing your leadership skills.
- Qualifications: Experience in leading teams and a passion for exceptional customer service.
The predicted salary is between 30000 - 40000 £ per year.
Location: Cardiff
Reporting to: Customer Service Operations Manager
Closing date: Monday 8th June, 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, which we accomplish 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.
Hybrid working: All Starling colleagues spend a minimum of 10 days per month in the office with flexibility to work the rest from home.
Our 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. Following your application being reviewed, you can expect the below:
- Stage 1 - Telephone call with a recruiter
- Stage 2 - Face to face or virtual assessment with 2 Customer Service Operations Managers; this will include a traditional style interview, live scenario exercise & pre-prepared presentation.
About the Role: Our aim is to give customers clarity and control over their money by allowing customers to manage their money entirely through the Starling banking app. The app is connected to 24/7/365 support - the customer service team is at the heart of our company. As a team leader, you inspire and motivate your team to give the best service to our customers. You lead from the front, showcasing your finely tuned customer service skills on a daily basis. Not only that, we look to you to share solutions that will make our's, and our customers lives, better.
Shifts: This role will cover a 12 week rotation between 6am - 20:30 Monday - Sunday. This is a hybrid role, the first 6 weeks will be spent full time in the office, followed by a 40% office & 60% home split after this period.
Responsibilities:
- Positively influence and contribute to the team culture.
- Motivate, coach and develop staff in the Contact Centre.
- Maintain a degree of technical knowledge of our products and services.
- Provide exceptional customer service via phone, email, live chat and social media in a live environment as required.
- Respond to customer complaints and escape issues as necessary.
- Show ownership and accountability for offering solutions to benefit our customers and the business.
- Drive continuous improvement ethos within the contact centre and the business.
- Actively improve processes, workflows and service to our customers.
- Proactively seeking solutions for potential issues.
- Leading our Customer Service teams in a 24/7 environment.
Qualifications:
- Experience leading a team.
- Previous experience of a contact centre environment is desirable.
- Accountable leader with strong customer focus.
- Ability to adapt to, and lead people through change is paramount.
- Excellent written and verbal communication skills.
- Ability to balance workload and schedules with multiple priorities.
Make an Impact, Culture, Growth & Benefits:
- Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers.
- Culture of Excellence: Be part of a collaborative, empowered, and forward-thinking team.
- 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: 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 is increased with length of service, and 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.
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace.
Customer Service Team Lead employer: Starling Bank Limited
At Starling, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to employee growth is evident through our comprehensive benefits, including a generous pension scheme, private medical insurance, and opportunities for professional development. Located in Cardiff, we provide a hybrid working model that promotes work-life balance while empowering our team to make a meaningful impact in the banking industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead
✨Tip Number 1
Get to know Starling's values! When you’re prepping for your interview, think about how you can demonstrate that you embody their core values like 'Do The Right Thing' and 'Aim for Greatness'. This will show them you’re not just a fit for the role, but for the company culture too.
✨Tip Number 2
Practice makes perfect! Before your interviews, run through some common customer service scenarios. Think about how you would handle tricky situations and be ready to showcase your problem-solving skills. Remember, they want to see how you lead and inspire your team!
✨Tip Number 3
Don’t forget to ask questions! Interviews are a two-way street, so come prepared with questions about the team culture or how they handle customer feedback. This shows you’re genuinely interested in the role and helps you figure out if it’s the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll have access to all the latest job openings and updates directly from Starling. Let’s get you on board!
We think you need these skills to ace Customer Service Team Lead
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your passion for customer service and how you align with our values.
Tailor Your Application:Make sure to tailor your application to the Customer Service Team Lead role. Highlight your leadership experience and any relevant skills that match what we’re looking for. It shows us you’ve done your homework!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that’s easy to read and understand.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Starling Bank Limited
✨Know the Company Values
Before your interview, take some time to really understand Starling's core values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness. Think about how your own experiences align with these values and be ready to share examples that demonstrate your fit.
✨Prepare for Scenario Exercises
Since the interview includes live scenario exercises, practice responding to common customer service challenges. Think about how you would motivate your team in tough situations or how you would handle a difficult customer complaint. This will show your problem-solving skills and leadership style.
✨Ask Thoughtful Questions
Interviews are a two-way street, so come prepared with questions that show your curiosity about the role and the company. Ask about the team culture, how success is measured, or what challenges the customer service team is currently facing. This not only shows your interest but also helps you gauge if it's the right fit for you.
✨Showcase Your Leadership Experience
Be ready to discuss your previous experience leading a team, especially in a contact centre environment. Highlight specific instances where you motivated your team, improved processes, or handled change effectively. This will demonstrate your capability to lead and inspire others at Starling.
