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.

This opportunity is for 30 hours a week based in our Cardiff office.

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.

About the role:

Our aim is to give customers clarity and control over their money by allowing them to manage their accounts entirely through the Starling banking app. The app is supported by 24/7/365 customer service, which is central to our company.

As a team leader, you will inspire and motivate your team to deliver excellent service. You will lead by example, demonstrating your customer service skills daily, and share solutions to improve our and our customers’ experiences.

Shifts: This role involves a 6-week rotation between 17:00 - 00:00, Monday to Sunday.

This role is primarily home-based, with an expectation to be in the office once every two weeks.

Responsibilities include:

• Influencing and contributing positively to team culture.
• Motivating, coaching, and developing staff in the Contact Centre.
• Maintaining technical knowledge of our products and services.
• Providing exceptional customer service via phone, email, live chat, and social media.
• Responding to customer complaints and escalating issues when necessary.
• Owning and taking accountability for solutions that benefit customers and the business.
• Driving continuous improvement within the contact centre and the broader business.
• Improving processes, workflows, and customer service proactively.
• Leading our Customer Service teams in a 24/7 environment.

Requirements:

• Experience leading a team.
• Previous contact centre experience is desirable.
• Strong customer focus and accountability as a leader.
• Ability to upskill and coach team members effectively.
• Adaptability to change in a fast-moving environment.
• Excellent written and verbal communication skills.
• Ability to manage workloads and schedules across multiple priorities.

Benefits include:

• 25 days holiday plus public holidays, with the option to buy or sell additional days.
• An extra day off for your birthday.
• Paid volunteering hours (16 hours per year).
• Salary sacrifice pension scheme, life insurance, and income protection.
• Private Medical Insurance, mental health support, and partner discounts.
• Family-friendly policies and various employee incentives.
• Perkbox membership for discounts and wellness support.
• Participation in initiatives like Cycle to Work, gym partnerships, and EV leasing.

Closing date for applications is 12pm on Friday, 8th August 2025.

We welcome applicants from diverse backgrounds and are committed to equality and inclusion. If you're interested but unsure if you meet every requirement, we encourage you to apply or get in touch to discuss flexibility options.