Customer Service Team Lead - Overnight

Starling; Southampton; Hybrid; GBP 32,000 - 44,000; Full time

Benefits offered by this job

Living Wage employer

Hybrid working

25 days holiday

Private Medical Insurance

Job summary

Starling Bank is seeking a Customer Service Team Lead for overnight shifts in Southampton. The role involves leading an overnight team to deliver exceptional customer service across phone, email, live chat and social media, with a hybrid working pattern requiring one in-office shift per fortnight.

You will coach staff, handle escalations, and drive improvements to processes and customer outcomes in a fast-moving, 24/7 environment. Strong leadership, communication and adaptability are essential.

Qualifications

• 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 through change.

Responsibilities

• Influence and motivate the Contact Centre team to deliver excellent service.
• 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.
• Own and implement solutions benefiting customers and the business.
• Drive continuous improvement within the centre and business processes.
• Lead our Customer Service teams in a 24/7 environment.

Skills

Team leadership

Customer service

Communication

Change management

Prioritisation

Job description

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.

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.

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
• 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) leasingOur 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 data, and the rights you can exercise over our use of your personal data.

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.

Customer Service Team Lead - Overnight Southampton, England, GB