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Customer Service Team Lead - Overnight Full-time Job

1 month ago Customer Services Cardiff   29 views
Job Details

 

We enable our customers to manage their money 24 hours a day, 7 days a week. 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 (5x 7.5 hours shifts), between 10pm-6am.

• 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.

• Leading our Customer Service teams in a 24/7 environment.

Requirements:

• Experience leading a team of customer service advisors in a contact 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.

Benefits:

• 33 days holiday (including public hols). You'll also get your birthday on us

• 16 hours paid volunteering time a year

• Private Medical Insurance with VitalityHealth

• Contributory pension scheme

• We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more!

• Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership

• Access to ‘salary sacrifice' benefits such as Cycle to Work scheme

• Gym membership options

Company Description
Starling Bank is a digital challenger bank based in the United Kingdom. It focuses on current and business account products. Headquartered in London, Starling Bank is a licensed and regulated bank, founded by former Allied Irish Banks COO, Anne Boden, in January 2014.