Overnight Customer Service Team Lead

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company.We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. Since our launch in 2014, we’ve opened over three million accounts and we've been voted Best Current Account Provider five years in a row. We employ more than 2,300 people across our London, Southampton and Cardiff offices and will open our Manchester office in 2023.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: We enable our customers to manage their money 24 hours a day, 7 days a week. 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. Our overnight team work 5 shifts on, 3 off on a rotational basis. Please note, training for this role is 6 weeks Monday - Friday in the day time, you will then move onto your overnight hours.

Responsibilities:

• 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 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.
• 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.

Benefits:

• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• 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 and Salary Sacrificed Gym partnerships

About Us:
You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.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.

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