Customer Service Manager - Overnight (Southampton)

Southampton, England, United Kingdom · Customer Service

Description

Starling, the leading digital bank, is on a mission to disrupt the banking industry. We’ve built an app with smart money management tools to help our customers live a healthier financial life. We also offer groundbreaking B2B banking and payments services.

Since our launch in 2014, we’ve surpassed 775,000 accounts in total: 695,000 retail current accounts, 59,000 business accounts for small and medium-sized enterprises (SMEs) and a further 22,000 retail euro accounts. We’re on track to hit one million accounts before the end of 2019. Our total deposits, meanwhile, have surpassed £600 million and are expected to top £1 billion over the same period.

We’re a fully licensed UK bank, and we have the culture and spirit of a fast-moving, disruptive technology company. We’ve won the Best British Bank award two years running, and now employ more than 600 people in our City of London office. We’re also creating up to 150 new jobs at our new Southampton site. We have secured a £100m award from the Capability and Innovation fund to transform SME Banking. Within the banking team we are leading and shaping the delivery of this award to help deliver the transformation in UK Banking that is Starling’s ambition.

Everyone at Starling gets the chance to own interesting things from day one, and we’re told one of the best things about working here is the ability to achieve a lot in a short space of time.

Reporting directly to the Head of Customer Service and working closely with the Team Leads, responsibilities include:

• Demonstrating strong people and operational leadership skills.

• Forecasting volumes based on demand and planning team rotas accordingly.

• Positively influencing and contributing to the team culture.

• Motivating, coaching and developing teams leads and teams.

• Reporting MI accurately, analysing the root cause, and making recommendations.

• Providing exceptional customer service.

• Actively improving the customer journey and customer satisfaction.

• Proactively seeking solutions for potential issues.

Requirements

• Accountable leader with strong customer focus.

• Experience managing large teams in a 24/7 contact centre environment.

• Ability to train teams and adapt to training styles.

• Ability to adapt to, and lead teams through change.

• Excellent written and verbal communication skills.

• Ability to balance workload and schedules with multiple priorities.

Benefits

Full details are available on our careers site.

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