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Customer Service Team Lead (London)
 
Title: Customer Service Team Lead (London)
Category: Accounting & Finance
Job type: Permanent
Job status: Full Time
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Description:
Starling, the leading digital bank, is on a mission to disrupt the banking industry. We’ve built an app with smart money management tools to help our customers live a healthier financial life. We also offer groundbreaking B2B banking and payments services.

Since our launch in 2014, we’ve opened more than 500,000 accounts, including over 30,000 SME accounts, and our customers trust us with over £250m of their money. We’ve won the Best British Bank award two years running, and now employ more than 380 people in our City of London office, with plans to hire up to 150 new jobs at our new Southampton site.

We are a fully licensed UK bank, and 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 one, 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.

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.

As a team leader, you inspire and motivate your team to give the best service to our customers. You 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.

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

Experience leading a team of customer service advisors in a call centre environment. 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. Offer of employment is subject to the satisfactory passing of background checks covering both your financial and criminal history.

Benefits

25 days holiday (plus your birthday off) Perkbox membership Contributory pension scheme All the coffee you can drink!
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