Customer Service Team Lead - Overnight
Location: Cardiff
Reporting to: Siobhan Griffiths, Customer Service Operations Manager
Closing date: Wednesday 21st October at 12pm
About the role:
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. Whenever they need us, we will be there. As a result, we are looking to grow our overnight team and are looking for people who can commit to 37.5 hours a week between 20:00 - 07:15am on a 4 on 4 off rotation pattern.
Hybrid working: Overnight colleagues spend 1 shift per fortnight in the office, the rest is worked from home. We do not offer fully remote based roles.
Key Responsibilities Include:
- 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 necessar
