Customer Support Team Lead
Starling Bank, United Kingdom
Job Description
Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.
Our recruitment process:
Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious.
Following your application being reviewed, you can expect the below:
Stage 1 - Introductory call with Anna Griffin - Talent Acquisition Partner
Stage 2 amp; 3 - Interviews
Closing date: Thursday 1st February
About the role:
Joining our Customer Support function you will be helping to build, manage and lead an exciting central support team. The team helps manage some of our more complex customer journeys and internal processing tasks against scheme deadlines. You will support the wider Operations Support function with key initiatives and wider bank projects to support consumer duty and process improvement opportunities.
As a team leader, you’ll inspire and motivate your team to give the best service to our customers. You’ll also build expert knowledge of our customer journeys that come into the team. Leading from the front, you’ll showcase your eye for detail in ensuring our customers are getting the right outcomes and seeking creative solutions to remove any customer effort or unnecessary barriers.
Working arrangements: This role will work shifts between 8am - 8pm Monday - Friday. The first 6 weeks will be spent full time in the office, after this period the role will be hybrid with at least 2 days per week spent in the office.
The Customer Support Team Leader’s responsibilities include:
- Lead team members ensuring required levels of competence are maintained across a broad range of roles
- Monitor and drive performance against key customer SLA’s
- Positively influence and contribute to the team culture
- Motivate, coach and develop your team
- Show ownership and accountability for offering solutions to benefit our customers and the business
- Drive continuous improvement ethos within operations and the wider business
- Actively improve processes, workflows and service to our customers
- Manage team member allocations on a proactive and reactive basis
- Engage with leaders across the business
Requirements
- Experience of working with customer SLA’s or driving a team to reach objectives.
- Management of multi-skilled team operations
- Strong analysis skills and a keen eye for detail
- Ability to react in a fast changing environment demonstrating problem solving and prioritisation skills
- A good knowledge of customer service
- Strong interpersonal skills
- Excellent written and verbal communication
- Accountable leader with strong customer focus
- We are a fast moving, constantly changing business. Ability to adapt to, and lead people through change is paramount
Benefits
- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary amp; group income protection
- Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mramp;Mrs Smith and Peloton
- Generous family-friendly policies
- Incentives refer a friend scheme
- Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
- Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing
About us:
You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.We’re on a mission to radically reshape banking and that starts with our brilliant team. Whatever came before, we’re proud to bring tog