Overnight Customer Service Team Lead — 4 on 4 off

Starling; Cardiff; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

Private Medical Insurance

25 days holiday

Life Insurance

Perkbox benefits

Job summary

Starling Bank in Cardiff is seeking an experienced overnight Team Leader to manage a 37.5-hour week, working 20:00–07:15 on a 4-on/4-off rotation. You will lead from the front, coach the team and deliver outstanding service across phone, email, live chat and social channels.

The role combines in-office presence (1 shift per fortnight) with remote work as part of our hybrid setup. You will drive continuous improvement and own workflows to ensure top-tier customer outcomes 24/7.

Qualifications

• 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.
• Ability to adapt to change and lead people through change.
• 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

Job description

Starling Bank in Cardiff is seeking an experienced overnight Team Leader to manage a 37.5-hour week, working 20:00–07:15 on a 4-on/4-off rotation. You will lead from the front, coach the team and deliver outstanding service across phone, email, live chat and social channels.

The role combines in-office presence (1 shift per fortnight) with remote work as part of our hybrid setup. You will drive continuous improvement and own workflows to ensure top-tier customer outcomes 24/7.