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Customer Service Team Lead – Overnight
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. Capable of effectively managing multiple priorities while maintaining a customer-centric approach.
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 SkillsMotivational SkillsAdaptabilityProblem-Solving
Industry Keywords
Contact Centre ExperienceCustomer Focus24/7 EnvironmentWorkload ManagementContinuous Improvement
About the role
Key responsibilities & impact- Positively influence and contribute to 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
- Own and provide solutions that benefit customers and the business
- Drive continuous improvement within the contact centre and the 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 leader 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
- Commitment to 37.5 hours a week between 20:00–07:15am on a 4 on 4 off rotation pattern
Benefits
Comp & perks- 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 for professional growth, learning new technologies, taking on new challenges, and owning interesting work 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 flexible use of public holiday allowance
- Extra day's holiday for your birthday
- Life Insurance at 4x your 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, a wellness platform for physical and mental health, and weekly free and boosted perks
- Cycle to Work initiative
- Salary Sacrificed Gym partnerships
- Electric Vehicle (EV) leasing