At a Glance
- 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.
- Other info: We value diverse backgrounds and encourage all to apply, even if you don't meet every requirement.
- 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.
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.
Customer Service Team Lead (Twilight 30) - Part Time in Cardiff employer: Starling Bank Limited
At Starling Bank, we pride ourselves on being an innovative employer that combines the agility of a tech company with the stability of a fully licensed bank. Our Cardiff office offers a vibrant work culture where employees are encouraged to grow through coaching and development opportunities, alongside generous benefits such as flexible holiday options, private medical insurance, and wellness initiatives. Join us in reshaping banking while enjoying a supportive environment that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead (Twilight 30) - Part Time in Cardiff
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Starling Bank Limited and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Starling Bank Limited and let us see your personality shine through!
We think you need these skills to ace Customer Service Team Lead (Twilight 30) - Part Time in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Starling Bank Limited.
Get Familiar with Our Brand:Before applying, take some time to learn about Starling Bank Limited and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Starling Bank Limited
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Starling Bank Limited.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Starling Bank Limited will surely appreciate.
