At a Glance
- Tasks: Lead a dynamic customer service team and inspire excellence in service delivery.
- Company: Join Starling, a forward-thinking digital bank on a mission for fairer banking.
- Benefits: Enjoy competitive salary, flexible working, and comprehensive benefits including private medical insurance.
- Other info: Embrace a culture of growth, innovation, and inclusivity in a hybrid work environment.
- Why this job: Make a real impact on customers' financial lives while developing your leadership skills.
- Qualifications: Experience in leading teams and a strong focus on customer service required.
The predicted salary is between 26100 - 31900 £ per year.
- Description
- Customer Service Team Lead -
- 12 month Maternity Cover
- Reporting to: Customer Service Operations Manager
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 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.
Requirements
- 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.
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:
- 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.
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.
Customer Service Team Lead - 12 Month Maternity Cover in Cardiff employer: Starling Bank
At Engine by Starling, we pride ourselves on being an exceptional employer that champions innovation and collaboration within the banking technology sector. Our flexible working culture, generous benefits including 33 days of holiday and private medical insurance, and commitment to employee growth create a supportive environment where legal professionals can thrive. Located in a dynamic and rapidly growing company, you'll have the opportunity to work on impactful projects while enjoying a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead - 12 Month Maternity Cover in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Starling Bank. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Starling Bank before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Lead - 12 Month Maternity Cover in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Starling Bank:Your cover letter is your chance to shine! Tell us why you want to work at Starling Bank specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Starling Bank!
How to prepare for a job interview at Starling Bank
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
