Customer Service Team Lead

Location

Cardiff

Customer Service Operations Manager

Monday 8th June, 12pm

All colleagues spend a minimum of 10 days per month in the office with flexibility to work the rest from home.

Our aim is to give customers clarity and control over their money by allowing them to manage their finances entirely through the Starling banking app, supported by 24/7/365 customer service.

As a team leader you inspire and motivate your team to deliver outstanding service, showcase best‑in‑class customer service skills, and share solutions that improve both staff and customer experience.

This role covers a 12‑week rotation covering 6am – 20:30, Monday to Sunday. Hybrid: first 6 weeks full-time in the office, followed by a 40% office & 60% home split.

• 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 seek solutions for potential issues
• Lead 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
• Ability to up‑skill and coach team members effectively
• Ability to adapt to, and lead people through, change in a fast‑moving environment
• Excellent written and verbal communication skills
• Ability to balance workload and schedules with multiple priorities

• 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 are 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.

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