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Customer Service Manager (Overnight)
 
Title: Customer Service Manager (Overnight)
Category: Accounting & Finance
Job type: Permanent
Job status: Full Time
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Description:
At Starling, we’re on a mission to help customers around the world live a healthier financial life, and change banking forever. We have a world class team and we’re looking for a Customer Service Manager to join our overnight team to lead and drive exceptional customer service for a next generation, digital bank.

While we are a fully licensed UK bank, we have the culture and spirit of a fast-moving, disruptive technology company and are obsessed with providing our customers with the best banking app and money management experience around.

Everyone at Starling gets the chance to own interesting things from day 1, 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.

Since our launch we have grown to having over 400k customers trusting us with over £100m of their money. We’ve also won the Best British Bank award, and grown our team to over 300 people, all based in our East London office.

Our aim is to give customers clarity and control over their money by allowing them 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.

Reporting directly to the Head of Customer Service and working closely with the Team Leads, responsibilities include:

• Demonstrating strong people and operational leadership skills.

• Forecasting volumes based on demand and planning team rotas accordingly.

• Positively influencing and contributing to the team culture.

• Motivating, coaching and developing teams leads and teams.

• Reporting MI accurately, analysing the root cause, and making recommendations.

• Providing exceptional customer service.

• Actively improving the customer journey and customer satisfaction.

• Proactively seeking solutions for potential issues.

• Acting as Deputy to Head of Customer Service.

• Successfully and sustainably scaling the Customer Service function.

Requirements

• Accountable leader with strong customer focus.

• Experience leading teams in a 24/7 contact centre environment.

• Ability to train teams and adapt to training styles.

• Ability to adapt to, and lead teams through change.

• Excellent written and verbal communication skills.

• Ability to balance workload and schedules with multiple priorities.

The Customer Service Manager for the Overnight Team will primarily work remotely, but will be required to come on site during day time shifts on occasion.

Offer of employment is subject to the satisfactory passing of background checks covering both your financial and criminal history.

Benefits

Check out our careers page for perks!

Our Passport to Starling scheme works on a rotational basis, enabling members of the Customer Service team to grow their careers within Customer Service and the other teams across our bank.
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