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 to revolutionise 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 in the banking industry while developing your leadership skills.
- Qualifications: Experience in team leadership and a passion for exceptional customer service.
The predicted salary is between 30000 - 40000 £ per year.
Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.
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 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.
- 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.
- 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: 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.
Customer Service Team Lead (Cardiff) employer: Starling Bank
At Starling Bank, 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 package, including a competitive salary, private medical insurance, and generous holiday allowances, all while promoting a flexible working environment in the vibrant city of Cardiff. Join us in shaping the future of banking, where your contributions truly make an impact and every team member is valued for their unique perspective.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead (Cardiff)
✨Tip Number 1
Get to know Starling's values inside out! When you’re prepping for your interview, think about how you can demonstrate that you embody their core values like 'Listen' and 'Do The Right Thing'. 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 interview, run through some common customer service scenarios. Think about how you would handle tricky situations and be ready to share your thought process. This will help you shine during the live scenario exercise.
✨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 support continuous improvement. This shows you’re genuinely interested and helps you figure out if Starling is the right place 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, it gives you a chance to explore more about what we do and how you can make an impact at Starling.
We think you need these skills to ace Customer Service Team Lead (Cardiff)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your experience aligns with the role of Customer Service Team Lead. We want to see how you embody our core values like 'Do The Right Thing' and 'Aim for Greatness'.
Showcase Your Leadership Skills:As a team lead, your ability to motivate and coach is key. Use your application to share specific examples of how you've successfully led a team in the past. We love seeing real-life stories that demonstrate your impact!
Be Clear and Concise:When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your skills and experiences. Remember, less is often more!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Starling Bank
✨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 specific examples that demonstrate your fit.
✨Prepare for Scenario Exercises
Since the interview includes live scenario exercises, practice responding to common customer service situations. Think about how you would handle complaints or motivate a team member. This will show your problem-solving skills and ability to lead in a fast-paced environment.
✨Ask Thoughtful Questions
Interviews are a two-way street! Prepare some insightful questions about the team culture, the challenges they face, or how they measure success. This not only shows your interest but also helps you gauge if this is the right fit for you.
✨Show Your Leadership Style
As a potential team lead, be ready to discuss your leadership style. Share examples of how you've motivated and developed team members in the past. Highlight your adaptability and how you can guide a team through change, which is crucial in a dynamic environment like Starling.
