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- Tasks: Lead a dynamic customer service team, ensuring top-notch support and solutions for our users.
- Company: Join Starling, a revolutionary bank blending tech innovation with exceptional customer service.
- Benefits: Enjoy flexible working, generous holiday, wellness perks, and a vibrant team culture.
- Why this job: Be part of a mission to reshape banking while developing your leadership skills in a supportive environment.
- Qualifications: Experience in team leadership and customer service is preferred; adaptability is key.
- Other info: We value diverse backgrounds and encourage all to apply, even if you don't meet every requirement.
The predicted salary is between 30000 - 42000 £ per year.
Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.
This opportunity 30 hours a week based in our Cardiff office.
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.
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 6 week rotation between 17:00 – 00:00 Monday – Sunday.
This role is home working with the expectation of being in the office once a fortnight.
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 escalate 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.
- Experience leading a team.
- Previous experience of a contact centre environment is desirable.
- Accountable leader with strong customer focus.
- We aren\’t fans of big, formal training sessions. However, you will be able to demonstrate your skills in up-skilling and coaching team members.
- We are a fast moving, constantly changing business. 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.
- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary & group income protection
- Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
- Generous family-friendly policies
- Incentives 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
Closing date for this role – 12pm Friday 8th August 2025
About us:
You may be put off applying for a role because you don\’t tick every box. Forget that! While we can’t accommodate every flexible working request, we\’re always open to discussion. So, if you\’re excited about working with us, but aren’t sure if you\’re 100% there yet, get in touch anyway.We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.
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 may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may 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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Customer Service Team Lead (Twilight 30) - Part Time employer: Starling Bank Limited
Contact Detail:
Starling Bank Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead (Twilight 30) - Part Time
✨Tip Number 1
Familiarise yourself with Starling Bank's values and mission. Understanding their commitment to transforming banking will help you align your answers during the interview, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Prepare specific examples of how you've successfully led a team in a customer service environment. Highlight your ability to motivate and coach others, as this is crucial for the Customer Service Team Lead role.
✨Tip Number 3
Think about potential challenges in a contact centre setting and be ready to discuss how you would address them. This shows your proactive approach and problem-solving skills, which are key for this position.
✨Tip Number 4
Since the interviews are conversational, prepare thoughtful questions about the team culture and the company's future. This demonstrates your genuine interest in the role and helps you assess if it's the right fit for you.
We think you need these skills to ace Customer Service Team Lead (Twilight 30) - Part Time
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Team Lead at Starling. Highlight your leadership experience and customer service skills in your application.
Tailor Your CV: Customise your CV to reflect the specific skills and experiences that align with the job description. Emphasise your ability to motivate and coach team members, as well as your experience in a contact centre environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Starling's mission. Use this opportunity to explain how your values align with theirs and how you can contribute to their team culture.
Prepare for the Interview: Since interviews at Starling are conversational, prepare thoughtful questions about the company and the role. Be ready to discuss your previous experiences and how they have prepared you to lead a team in a fast-paced environment.
How to prepare for a job interview at Starling Bank Limited
✨Show Your Passion for Customer Service
Starling values exceptional customer service, so be sure to express your enthusiasm for helping customers. Share specific examples of how you've gone above and beyond in previous roles to provide outstanding service.
✨Prepare Thoughtful Questions
Since the interview is conversational, come prepared with questions that show your curiosity about the company culture and the role. Ask about team dynamics, challenges they face, or how they measure success in customer service.
✨Demonstrate Leadership Skills
As a team lead, you'll need to inspire and motivate others. Be ready to discuss your leadership style and provide examples of how you've successfully coached or developed team members in the past.
✨Emphasise Adaptability
Starling operates in a fast-paced environment, so highlight your ability to adapt to change. Share experiences where you've successfully navigated shifts in priorities or processes, showcasing your resilience and problem-solving skills.