Customer Service / Contact Centre Team Leader

  • Starling Bank
  • London, United Kingdom
  • Oct 17, 2017
Full time Customer Service

Job Description


This is banking – but not as you know it. Starling Bank is a FinTech with a full banking license, striving to connect banking and technology through its mobile-only Current Account. 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.

We are looking for dynamic, passionate individuals to join our team and drive exceptional customer service for a next generation, digital bank.

Joining this team is not only an opportunity to make Starling tick and help our customers lead healthier financial lives, it can be your Passport to Starling. Our Passport to Starling scheme works on a rotational basis, enabling members of the Customer Service team to contribute to other teams within our bank.

Here’s our Head of People Operations Hessie Coleman:

“Customer service is very important to us and we didn’t want our team to be tucked away in a support centre far away from the business, but for people to be enjoying good and interesting careers. Passport to Starling keeps engagement in the customer service team very high while at the same time growing and developing our people depending on business need and their skillsets, aspirations and experiences.”

At Starling, we are all for building careers and will commit to developing you in our Banking Operations team. If you’re passionate about Marketing or Finance, or if you’d like to venture into the lands of Product Development, Customer Proposition or Risk, we can take you there. Now’s your time to be a part of our world.

The Contact Centre 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


  • 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