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Customer Service Team Lead

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 - Telephone call with a recruiter

Stage 2 - Face to face or virtual assessment with 2 Customer Service Operations Managers; this will include a traditional style interview, live scenario exercise & pre-prepared presentation.

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.

Shifts: This role will cover a 12 week rotation between 6am - 20:30 Monday - Sunday. This is a hybrid role, the first 6 weeks will be spent full time in the office, followed by a 40% office & 60% home split after this period.

Responsibilities:

  • Positively influence and contribute to the team culture.
  • Motivate, coach and develop staff in the Contact Centre.
  • Maintain a degree of technical knowledge of our products and services.
  • Provide exceptional customer service via phone, email, live chat and social media in a live environment as required.
  • 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.
  • Experience leading a team.
  • Previous experience of a contact centre environment is desirable.
  • 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.
    • 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 & group income protection
    • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&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 together people of all backgrounds and experiences who love working together to solve problems.


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 may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may 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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CEO of Starling Bank
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Raman Bhatia
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What You Should Know About Customer Service Team Lead, Starling Bank

Hey there! We're Starling and we're shaking up the banking world in a way that's fairer, easier to use, and that actually demystifies money for everyone. We're looking for a Customer Service Team Lead to join our dynamic crew. Your primary mission will be to inspire and elevate our passionate customer service team, ensuring they provide top-notch support through our innovative banking app. This role isn't just about supervising; it's about showcasing your customer service expertise and fostering an enthusiastic team culture. In a fast-paced environment, you'll drive continuous improvement, help your team develop their skills, and lead by example as we serve our customers around the clock. Expect an inspiring workplace where you can contribute your ideas and solutions for processes that genuinely benefit our customers and enhance their experience with our services. With a hybrid work model allowing you to balance your office and home life, and with perks including 25 days holiday and comprehensive health support, Starling Bank is not just a job — it’s an opportunity to be part of a mission to radically reshape banking. So, if you're ready to take on a pivotal leadership role and help forge a better banking experience for all, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Customer Service Team Lead Role at Starling Bank
What are the key responsibilities of a Customer Service Team Lead at Starling?

As a Customer Service Team Lead at Starling, you will be central to motivating and developing your team while maintaining exceptional service across multiple channels such as phone, email, and chat. You will also drive improvements in processes, showcase ownership in problem-solving, and ensure customer satisfaction in our 24/7 support environment.

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What qualifications are required to be a Customer Service Team Lead at Starling?

To excel as a Customer Service Team Lead at Starling, you should have prior experience in leading a team within a contact center environment. Strong communication skills, a customer-focused mindset, and the ability to adapt in a fast-paced, changing business context are essential qualifications for this role.

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How does the recruitment process work for a Customer Service Team Lead at Starling?

The recruitment process for the Customer Service Team Lead at Starling starts with a telephone call with a recruiter, followed by a face-to-face or virtual assessment that includes interviews and live scenario exercises. We aim for a conversational and engaging experience, allowing both sides to get to know each other effectively.

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What sort of team culture can a Customer Service Team Lead expect at Starling?

At Starling, the customer service team culture is all about positivity, collaboration, and continuous improvement. As a Customer Service Team Lead, you will actively contribute to this culture, encouraging team members to share solutions and support one another in providing the best customer service.

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What benefits does a Customer Service Team Lead receive at Starling?

As a Customer Service Team Lead at Starling, you will enjoy benefits including 25 days of holiday, enhanced private medical insurance, life insurance, access to wellness programs, and family-friendly policies. Additional perks include a generous annual leave scheme with options to buy or sell extra days off.

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Common Interview Questions for Customer Service Team Lead
What leadership style do you adopt as a Customer Service Team Lead?

When discussing your leadership style, highlight your ability to inspire and motivate while also giving your team the space to grow. Discuss how you value open communication and adaptability, demonstrating your commitment to creating a supportive work environment at Starling.

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How do you handle difficult customer interactions?

In response, share a structured approach: remain calm, listen actively to the customer's concerns, and work through solutions collaboratively. Finish by explaining how you would guide your team at Starling to handle similar situations effectively.

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Can you give an example of how you improved team performance in your previous role?

Be ready to share a specific instance where your initiatives led to measurable improvements, focusing on your methods for motivating your team and the positive outcomes from those changes. Relate this back to how you would apply similar strategies at Starling.

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What experience do you have in a contact center environment?

Detail your relevant experiences in contact centers, emphasizing your understanding of customer service dynamics while linking it to the daily operations you would be guiding as a Customer Service Team Lead at Starling.

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How do you recognize and reward high performance within your team?

Discuss your strategies for recognizing achievements, be it through formal recognition programs or informal shout-outs, and explain how these methods can enhance morale and motivate your team at Starling.

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Describe how you would coach a team member struggling with performance.

Illustrate your coaching process by discussing how you would assess the issues, set development goals, and create a supportive plan. Mention how you would ensure this aligns with Starling's approach to continuous improvement.

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How do you approach maintaining team morale during challenging periods?

Share your tactics for maintaining positivity, such as team-building activities, celebrating small wins, and regular check-ins. Relate how these approaches would be instrumental at Starling to help your team thrive even under pressure.

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What strategies do you use to foster a culture of continuous improvement?

Talk about how you encourage feedback loops, initiate regular team discussions on process improvements, and share successes. Connect this to how Starling promotes innovation and growth opportunities.

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How do you prioritize tasks in a fast-paced environment?

Explain your methods for prioritizing effectively, such as using task management tools or setting clear deadlines. Provide examples of how you'd apply these skills in Starling's dynamic setting.

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Why do you want to work at Starling as a Customer Service Team Lead?

Articulate your passion for the company’s mission to reshape banking, your admiration for the innovative approach they take, and how your values align with their customer-centric and inclusive culture.

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Our mission is to create a bank that guides and informs you towards better decisions. By giving you real-time insights, Starling enables you to understand your financial life in a whole new way.

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Full-time, hybrid
DATE POSTED
March 13, 2025

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