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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. Capable of adapting to change while effectively managing multiple priorities and ensuring high-quality service delivery.
Highest-signal resume keywords
Team LeadershipCustomer Service ExcellenceCoaching and DevelopmentProcess ImprovementEffective Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Motivating StaffAdaptabilityProblem-SolvingAccountability
Industry Keywords
Contact CentreCustomer ComplaintsContinuous Improvement24/7 EnvironmentWorkload Management
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 business
- Improve processes, workflows, and customer service
- Proactively seek solutions for potential issues
- Lead Customer Service teams in a 24/7 environment
- Report to the Customer Service Operations Manager
Requirements
What you’ll need- Experience leading a team
- Previous experience in a contact centre environment is desirable
- Accountable leadership with a strong customer focus
- Demonstrable 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 per week between 20:00 and 07:15 on a 4-on, 4-off rotation pattern
Benefits
Comp & perks- Company-enhanced salary sacrifice pension scheme (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 your birthday
- Life Insurance at 4x your salary
- 16 hours of paid volunteering time a year
- Ability to buy or sell annual leave
- Generous family-friendly policies
- Annual leave increases with length of service
- Ability to buy or sell up to five extra days off
- Incentivised refer a friend scheme
- Perkbox membership with retail discounts, a physical and mental wellness platform, and weekly free and boosted perks
- Cycle to Work initiatives
- Salary Sacrificed Gym partnerships
- Electric Vehicle (EV) leasing
- Flexible working
- Professional growth and development opportunities
- Living Wage employer
- Fair, open, and safe working environment
- Collaborative and empowered team culture