# Customer Service Team Lead

**Company**: Starling
**Location**: Cardiff
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Finance
**Industry**: Finance

**Apply**: https://apply.workable.com/j/364FB06E2B?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9465b8be-f8f

## Description

At Starling, we are on a mission to provide people with a fairer, smarter, and more human alternative to traditional banks. We are building a leading digital bank, driven by fast technology, fair service, and honest values.

Our vision is to create a banking industry that serves everyone, which we accomplish by developing best-in-class proprietary technology, offering an exceptional customer experience, and establishing a strong, sustainable business.

As a Customer Service Team Lead, you will inspire and motivate your team to give the best service to our customers. You will 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.

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.

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:

- Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers.

- Culture of Excellence: Be part of a collaborative, empowered, and forward-thinking team.

- Growth and Development: We are committed to your professional growth, offering opportunities to learn new technologies, take on new challenges, and own interesting things from day one.

- A Bank That Cares: We're a Living Wage employer, committed to flexible working, and dedicated to creating a fair, open, and safe working environment with compassion and inclusion at its core.

- Comprehensive Benefits: We offer a competitive salary and a comprehensive benefits package, including company-enhanced salary sacrifice pension scheme, private medical insurance, 25 days holiday, an extra day’s holiday for your birthday, life insurance, 16 hours of paid volunteering time a year, ability to buy or sell annual leave, incentivised refer a friend scheme, and Perkbox membership.

## Skills

### Required
- customer service
- team leadership
- communication
- problem-solving
- time management

### Nice to have
- up-skilling
- coaching
- change management
- project management
- process improvement

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Source: [Apply at apply.workable.com](https://apply.workable.com/j/364FB06E2B?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)