Customer Service Team Lead (Southampton) in Northam

Location: Southampton

Reporting to: Kat Adderley, Customer Service Operations Manager

Closing date: Friday 8th May, 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.

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.

Starling Bank is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace.