Twilight Customer Service Team Lead - Part Time

Starling Bank; Southampton; Hybrid; GBP 25,000 - 35,000; Part time

Job summary

An established industry player is seeking a Part-Time Team Leader to inspire and lead a dynamic customer service team. In this role, you will manage a twilight team, ensuring exceptional service is delivered via phone, email, and social media. This position offers a unique opportunity to work primarily from home while fostering a positive team culture and driving continuous improvement. If you're passionate about customer service and thrive in a fast-paced environment, this could be the perfect opportunity for you to make a significant impact in a leading digital bank.

Benefits

25 days holiday

Extra day's holiday for your birthday

Annual leave increases with service

16 hours paid volunteering time

Company enhanced pension scheme

Life insurance at 4x salary

Private Medical Insurance

Generous family-friendly policies

Perkbox membership

Cycle to Work initiatives

Qualifications

• Experience leading a team in a contact centre environment is desirable.
• Strong customer focus and ability to adapt to change.

Responsibilities

• Motivate and develop staff in the Contact Centre.
• Provide exceptional customer service via multiple channels.
• Drive continuous improvement within the contact centre.

Skills

Team Leadership

Customer Service

Coaching

Communication Skills

Adaptability

Job description

Everyone at Starling gets the chance to own interesting things from day one, and we're told one of the best things about working here is the ability to achieve a lot in a short space of time.

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.

Shifts:

This role will be responsible to manage our twilight team who work hours between 5pm - 1.30am.

Part Time Team Leader (30 hours a week) will be on a 3 week rotation between the hours of 5pm - 1.30am, Monday - Sunday.

You will have 2 full weekends off during the 3 week rotation.

This role will mainly work from home with 1 shift per fortnight spent in the office.

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 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

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

Benefits:

• 25 days holiday
• An extra day's holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• 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) leasing

About us:

We are a leading digital bank on a mission to disrupt the banking industry. We've built an app with smart money management tools to help our customers live a healthier financial life. We also offer groundbreaking B2B banking and payments services.

Since our launch in 2014, we've opened almost three million accounts including 480,000 business accounts for small and medium-sized enterprises (SMEs).

We're a fully licensed UK bank and we have the culture and spirit of a fast-moving, disruptive technology company. We've been voted Best Current Account for the last five years running, named Which? Banking Provider of the Year for the last two and we were the most switched to bank in 2021. We employ more than 1,800 people across our London, Southampton and Cardiff offices.

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.