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Customer Service Team Lead – 12 Month Maternity Cover
Starling Bank. Positively influence and contribute to team culture .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in a contact centre environment, focusing on team development, exceptional customer service, and continuous improvement of processes and workflows. Proven ability to motivate and coach staff while effectively managing multiple priorities in a fast-paced setting.
Highest-signal resume keywords
Team LeadershipCustomer Service ExcellenceCoaching and DevelopmentProcess ImprovementChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Excellent Communication SkillsAccountable LeadershipAdaptabilityProblem-Solving
Industry Keywords
Contact Centre EnvironmentCustomer Complaints ManagementContinuous ImprovementWorkload Balancing24/7 Operations
About the role
Key responsibilities & impact- Positively influence and contribute to team culture
- Motivate, coach and develop staff in the Contact Centre
- Maintain technical knowledge of 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
- Own and take accountability for solutions benefiting customers and the business
- Drive continuous improvement within the contact centre and business
- Improve processes, workflows and customer service
- Proactively seek solutions for potential issues
- Lead Customer Service teams in a 24/7 environment
Requirements
What you’ll need- Experience leading a team
- Previous experience of a contact centre environment is desirable
- Accountable leadership with strong customer focus
- Ability to demonstrate skills in up-skilling and coaching team members
- Ability to adapt to and lead people through change
- Excellent written and verbal communication skills
- Ability to balance workload and schedules with multiple priorities
Benefits
Comp & perks- Work on projects that directly shape the future of banking and improve customers' financial lives
- Freedom to accomplish goals in innovative ways
- Collaborative, empowered, and forward-thinking team culture
- Opportunities to learn new technologies, take on new challenges, and own interesting things from day one
- Living Wage employer
- Flexible working
- Fair, open, and safe working environment with compassion and inclusion
- Company-enhanced salary sacrifice pension scheme with 7% employer contribution
- Private Medical Insurance with Vitality, including mental health support and cancer care
- Partner discounts with Waitrose, Mr&Mrs Smith and Peloton
- 25 days holiday plus public holiday allowance
- Extra day's holiday for birthday
- Life Insurance at 4x salary
- 16 hours of paid volunteering time per year
- Ability to buy or sell annual leave
- Generous family-friendly policies
- Annual leave increases with length of service
- Option to buy or sell up to five extra days off
- Incentivised refer a friend scheme
- Perkbox membership with retail discounts, wellness platform for physical and mental health, and weekly free and boosted perks