Overnight Customer Service Team Lead - Hybrid

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

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.