Customer Service Team Lead - Hybrid, Growth & Impact

Starling; Cardiff; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Living Wage

Hybrid working

Private Medical Insurance

25 days holiday

Pension

Job summary

Starling Bank in Cardiff seeks a Customer Service Team Lead to motivate a high-performing team delivering support across phone, email, live chat and social channels. You’ll lead from the front, coaching colleagues and shaping service outcomes with a customer-centric mindset.

The role covers a 6-week shift rotation (7am–8pm, Mon–Sun) with initial full-time office presence, followed by a hybrid split. You’ll drive continuous improvement and ownership to benefit customers and the business.

Qualifications

• Experience leading a customer service team.
• Strong communication and people-management skills.
• Able to adapt to a fast-moving business and coach others.

Responsibilities

• Inspire and lead the customer service team to deliver outstanding support across channels.
• Coach and develop staff and maintain technical knowledge of Starling's products.
• Drive continuous improvement of processes and workflows in a 24/7 environment.

Skills

Team leadership

Customer service

Coaching

Communication skills

Tools

CRM software

Live chat tools

Job description

Starling Bank in Cardiff seeks a Customer Service Team Lead to motivate a high-performing team delivering support across phone, email, live chat and social channels. You’ll lead from the front, coaching colleagues and shaping service outcomes with a customer-centric mindset.

The role covers a 6-week shift rotation (7am–8pm, Mon–Sun) with initial full-time office presence, followed by a hybrid split. You’ll drive continuous improvement and ownership to benefit customers and the business.