# Customer Service Team Lead - Overnight at Starling Bank

Starling Bank is hiring a Customer Service Team Lead - Overnight in Cardiff, United Kingdom. Level rates it Little AI ●○○○; you can [apply on Level](https://jobsbylevel.com/go/65bda8d6-609b-4b46-9d29-6a09bfc3bfc5?utm_medium=ai-agent).

AI Level 1, AI centrality 36 out of 100. Cardiff, Wales, United Kingdom.

## Details

- Company: [Starling Bank](https://jobsbylevel.com/companies/starling-bank)
- AI level: AI Level 1 (score 36 out of 100)
- Location: Cardiff, Wales, United Kingdom
- Posted: October 12, 2026
- Apply: https://jobsbylevel.com/go/65bda8d6-609b-4b46-9d29-6a09bfc3bfc5?utm_medium=ai-agent

## Description

Location: Cardiff Reporting to: Siobhan Griffiths, Customer Service Operations Manager Closing date: Wednesday 21st October at 12pm 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. Whenever they need us, we will be there. As a result, we are looking to grow our overnight team and are looking for people who can commit to 37.5 hours a week between 20:00 - 07:15am on a 4 on 4 off rotation pattern. Hybrid working: Overnight colleagues spend 1 shift per fortnight in the office, the rest is worked from home. We do not offer fully remote based roles. Key Responsibilities Include: Positively influence and contribute to the team culture. Motivate, coach and develop staff in the Contact Centre. Provide exceptional customer service via phone, email, live chat and social media. 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. Requirements 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. Benefits 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

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/customer-service-team-lead-overnight-at-starling-bank-9b2862

Source: https://jobsbylevel.com/jobs/customer-service-team-lead-overnight-at-starling-bank-9b2862

## Cite this page

Level. https://jobsbylevel.com/jobs/customer-service-team-lead-overnight-at-starling-bank-9b2862.

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