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Customer Service / Contact Centre Team Leader
Title: Customer Service / Contact Centre Team Leader
Category: Accounting & Finance
Job type: Permanent
Job status: Full Time
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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 dynamic Customer Service Team Leads to join our team 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 customers 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.

The Customer Service Team Leader's responsibilities include:

Demonstrate strong people leadership skills in an operational environment. Positively influence and contribute to the 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. 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. Requirements

Accountable leader with strong customer focus. Ability to train team members and adapt to training styles. Ability to adapt to, and lead people through change. Excellent written and verbal communication skills. Ability to balance workload and schedules with multiple priorities. Offer of employment is subject to the satisfactory passing of background checks covering both your financial and criminal history.


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