Customer Service Team Lead – Part Time Evenings

Starling Bank

Customer Service Team Lead inspiring team to provide excellent service while managing 24/7 support. Leading from front while maintaining a customer-centric approach within a hybrid work environment.

Posted 4/27/2026part-timeSouthampton • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Inspire and motivate your team to give the best service to our customers.
Lead by example showcasing customer service skills.
Share solutions to improve colleague and customer experiences.
Manage evening shifts providing support from 17:00 - 01:30.
Collaborate with the Customer Service Operations Manager.
Ensure customers have access to banking service 24/7.
Participate in a two-way interview process to ensure a good fit.
Complete 6 weeks of face to face training.

Requirements

What you’ll need

**You’ll support your team and our customers by :**
- Positively influence and contribute to the team culture.
- Motivating, coaching and developing staff in the Contact Centre.
- Maintaining your knowledge of our processes, products and services.
- Leading by example and delivering exceptional customer service via phone, email, live chat and social media as required.
- Responding to customer complaints and escalating issues as necessary.
- Taking ownership and accountability for finding solutions that benefit our customers and the bank.
- Driving a continuous improvement ethos within the contact centre and the bank.
- Actively improve processes, workflows and service to our customers.
- Proactively seeking solutions for potential issues.
- Leading our Customer Service teams in a busy 24/7 environment.
**About you :**
- Experience of leading a team.
- Previous experience of a contact centre environment is desirable.
- Accountable leader with strong customer focus.
- Able to demonstrate your skills in up-skilling and coaching team members.
- We are a fast moving, constantly changing business - your ability to adapt and lead people through change is paramount.
- Excellent written and verbal communication skills.
- Able to balance workload and schedules with multiple priorities.

Benefits

Comp & perks

Why Join Starling?
- Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers. Starling is technology-led, and you'll have the freedom to accomplish your goals in innovative ways.
- Culture of Excellence: Be part of a collaborative, empowered, and forward-thinking team. We encourage experimentation, ownership, and a relentless focus on "doing the right thing.”
- Growth and Development: We are committed to your professional growth, offering opportunities to learn new technologies, take on new challenges, and own interesting things from day one.
- A Bank That Cares: We're a Living Wage employer, committed to flexible working, and dedicated to creating a fair, open, and safe working environment with compassion and inclusion at its core.
- Comprehensive Benefits: We offer a competitive salary and a comprehensive benefits package, including:
- Company-enhanced salary sacrifice pension scheme (7% employer contribution)
- Private Medical Insurance with Vitality including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton.
- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Life Insurance at 4x your salary.
- 16 hours of paid volunteering time a year.
- Ability to buy or sell annual leave.
- Generous family-friendly policies.
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- Incentivised 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) leasingOur Commitment to Equality
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.

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Soft Skills

motivatingcoachingdevelopingcustomer serviceproblem-solvingaccountabilityadaptabilitycommunicationteam leadershipcontinuous improvement