At a Glance
- Tasks: Lead a dynamic customer service team and provide exceptional support to our customers.
- Company: Join Starling Bank, a forward-thinking and inclusive employer.
- Benefits: Enjoy competitive salary, private medical insurance, and generous holiday allowances.
- Other info: Flexible working hours with a hybrid model and opportunities for professional growth.
- Why this job: Make a real impact in the banking world while developing your leadership skills.
- Qualifications: Experience in leading teams and a strong focus on customer service.
The predicted salary is between 28350 - 34650 £ per year.
Reporting to: Siobhan Griffiths, Customer Service Operations Manager
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.
Whenever they need us, we will be there.
As a result, we are looking to grow our overnight team and are looking for people who can commit to 37.5 hours a week between 20:00 - 07:15am on a 4 on 4 off rotation pattern.
Hybrid working
Overnight colleagues spend 1 shift per fortnight in the office, the rest is worked from home. We do not offer fully remote based roles.
Key Responsibilities Include
- Positively influence and contribute to the team culture.
- Motivate, coach and develop staff in the Contact Centre.
- Provide exceptional customer service via phone, email, live chat and social media.
- Respond to customer complaints and elevate 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.
Why Join Starling?
- 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
- Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing Our Commitment to Equality
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.
We use AI tools to support various parts of our recruitment process, helping our team manage applications and assessments more efficiently.
These tools are strictly used for support and do not replace human judgment with all final hiring decisions being made by our team.
If you would like more information about how your data is processed, please reach out to us.
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Customer Service Team Lead - Overnight in Southampton employer: Starling
Starling is an exceptional employer that fosters a culture of collaboration and innovation, making it an ideal place for engineers to thrive. With a hybrid working model, employees enjoy flexibility while benefiting from comprehensive support for professional growth and development. The positive work environment, coupled with a commitment to clean coding practices, ensures that team members are empowered to tackle complex challenges and contribute meaningfully to the future of banking.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead - Overnight in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Starling. 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 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 - Overnight in Southampton
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:Your cover letter is your chance to shine! Tell us why you want to work at Starling 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!
How to prepare for a job interview at Starling
✨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.
