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- Tasks: Lead a dynamic customer service team and inspire excellence in service delivery.
- Company: Join Starling Bank, 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 innovation and continuous improvement in a supportive 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 30000 - 40000 £ per year.
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.
Our recruitment process 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 escalated 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.
- 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
- 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 in Southampton employer: Starling
Contact Detail:
Starling Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead in Southampton
✨Tip Number 1
Get to know Starling's values! 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’d handle tricky situations or complaints. This will help you feel more confident and ready to showcase your skills during the live scenario exercise.
✨Tip Number 3
Be curious! Remember, interviews are a two-way street. Prepare some thoughtful questions about the team dynamics or how they measure success in customer service. This shows you’re genuinely interested and helps you figure out if Starling is the right place for you.
✨Tip Number 4
Don’t forget to 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 in Southampton
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your passion for customer service and how you align with our values.
Tailor Your Application: Make sure to tailor your application to the Customer Service Team Lead role. Highlight your leadership experience and any relevant skills that match what we’re looking for. This shows us you’ve done your homework!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate clarity, and it helps us understand your qualifications better!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it’s super easy and user-friendly!
How to prepare for a job interview at Starling
✨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 examples that demonstrate your fit.
✨Prepare for Scenarios
Since the interview includes a live scenario exercise, practice responding to common customer service challenges. Think about how you would handle difficult situations or complaints, and be prepared to showcase your problem-solving skills in a way that reflects Starling's commitment to exceptional service.
✨Ask Thoughtful Questions
Interviews are a two-way street, so come armed with questions that show your curiosity about the role and the company. Ask about team culture, how success is measured, or what challenges the customer service team is currently facing. This not only shows your interest but also helps you gauge if it's the right fit for you.
✨Showcase Your Leadership Style
As a Customer Service Team Lead, you'll need to inspire and motivate your team. Be ready to discuss your leadership style and provide examples of how you've successfully coached or developed team members in the past. Highlight your ability to adapt and lead through change, as this is crucial in a fast-paced environment like Starling.