Team Lead, Customer Service - 12-Month Cover (Hybrid)

Starling; Cardiff; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Living Wage employer

Hybrid work model

Private Medical Insurance

Pension scheme

25 days holiday

Birthday day off

Perkbox membership

Job summary

Starling Bank is seeking a Customer Service Team Lead for a 12-month maternity cover in Cardiff. The role combines leading a hybrid team across in-office and home-based work, with a 12-week shift rotation and 6am–8:30pm coverage.

You will drive service excellence in a 24/7 contact centre, coach staff, and maintain product knowledge to resolve customer queries across channels. The position demands strong leadership, adaptability, and clear communication, with a focus on delivering high-quality

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 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.
• Maintain a degree of technical knowledge of our products and services.
• Provide exceptional customer service via phone, email, live chat and social media in a live environment as required.
• Respond to customer complaints and escalate 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

Contact centre

Communication

Adaptability

Workload management

Job description

Starling Bank is seeking a Customer Service Team Lead for a 12-month maternity cover in Cardiff. The role combines leading a hybrid team across in-office and home-based work, with a 12-week shift rotation and 6am–8:30pm coverage.

You will drive service excellence in a 24/7 contact centre, coach staff, and maintain product knowledge to resolve customer queries across channels. The position demands strong leadership, adaptability, and clear communication, with a focus on delivering high-quality