Twilight Customer Service Operations Manager (5pm-3am)

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. Since our launch in 2014, we’ve opened over three million accounts and we've been voted Best Current Account Provider five years in a row. We employ more than 2,300 people across our London, Southampton and Cardiff offices and will open our Manchester office in 2023.
We're looking for a Customer Service Operations Manager (CSTM) to lead our brand new Twilight operation to lead full and part time Team Leaders. This role will cover between 5pm - 3am Monday - Friday with an on call rota across weekends, shared with 5 peer Operations Managers.
The role of an Operations Manager at Starling Bank is to inspire, engage and develop Team Leads, Specialists and Team Members to provide a truly customer centric service.

Shifts:
Our Twilight CSTM will be responsible for our out of hours service, (between 5pm - 3am), acting as the conduit between our Day and Night operations. This role will spend the first 6 weeks in the office 9:00 - 17:30 working with day time peers before moving to a hybrid, twilight way of working with 1 shift per month spent in the office.
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 and improvements.
• Providing exceptional customer service.
• Actively improving the customer journey and customer satisfaction.
• Proactively seeking solutions for potential issues.
• Successfully and sustainably scaling the Customer Service function.

Requirements:

• Accountable leader with strong customer focus.
• Experience managing Team Leads in a large, scaling operation.
• 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:

• 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
• 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
• 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 and Salary Sacrificed Gym partnerships

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.

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