Overnight Customer Service Team Lead (37.5h, Hybrid)

Starling Bank; Southampton; Hybrid; GBP 35,000 - 42,000; Full time

Benefits offered by this job

Private Medical Insurance

25 days holiday

Life Insurance

Volunteer time

Cycle to Work

EV Leasing

Job summary

Starling Bank is seeking an overnight Team Leader in Southampton to inspire and guide the Contact Centre to deliver exceptional customer service. You will lead from the front, coaching staff, and champion solutions that benefit customers and the business.

The role is 37.5 hours weekly on a 4 on 4 off rotation between 20:00 and 07:15, with hybrid working: one shift every fortnight in the office and the rest from home. A fast-paced, change-ready environment awaits.

Qualifications

• Experience leading a team.
• Previous experience of a contact centre environment is desirable.
• Accountable leader with strong customer focus.
• Demonstrate skills in up-skilling and coaching team members.
• 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.

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 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.

Skills

Team leadership

Customer service

Communication

Coaching

Change management

Job description

Starling Bank is seeking an overnight Team Leader in Southampton to inspire and guide the Contact Centre to deliver exceptional customer service. You will lead from the front, coaching staff, and champion solutions that benefit customers and the business.

The role is 37.5 hours weekly on a 4 on 4 off rotation between 20:00 and 07:15, with hybrid working: one shift every fortnight in the office and the rest from home. A fast-paced, change-ready environment awaits.