**Experienced Part-Time Twilight Customer Service Team Lead - Digital Banking**

Are you a customer service leader with a passion for delivering exceptional experiences in a fast-paced, dynamic environment? Do you thrive in a culture that values innovation, inclusivity, and employee growth? If so, we invite you to join blithequark, a leading digital bank on a mission to revolutionize the banking industry. As a Part-Time Twilight Customer Service Team Lead, you will be responsible for leading our twilight team, who work hours between 5pm - midnight, Monday - Sunday. This role requires a unique blend of leadership, customer service, and problem-solving skills, with a focus on driving continuous improvement and delivering exceptional customer experiences. **About blithequark** blithequark is a fully licensed UK bank that has disrupted the banking industry with its innovative digital banking app and smart money management tools. Since our launch in 2014, we've opened almost three million accounts, including 480,000 business accounts for small and medium-sized enterprises (SMEs). We've been voted Best Current Account for the last five years running, named Which? Banking Provider of the Year for the last two, and were the most switched to bank in 2021. Our culture and spirit are those of a fast-moving, disruptive technology company, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. **Responsibilities** As a Part-Time Twilight Customer Service Team Lead, you will be responsible for: * Positively influencing and contributing to the team culture * Motivating, coaching, and developing staff in the Contact Centre * Providing exceptional customer service via phone, email, live chat, and social media * Responding to customer complaints and escalating issues as necessary * Showing ownership and accountability for offering solutions to benefit our customers and the business * Driving continuous improvement ethos within the contact centre and the business * Actively improving 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 * Ability to adapt to, and lead people through change * Excellent written and verbal communication skills * Ability to balance workload and schedules with multiple priorities **Qualifications and Skills** To be successful in this role, you will need: * 2+ years of experience in a customer service leadership role * Proven track record of delivering exceptional customer experiences * Strong leadership and coaching skills * Ability to motivate and develop staff * Excellent communication and interpersonal skills * Ability to work in a fast-paced, dynamic environment * Strong problem-solving and analytical skills * Ability to adapt to, and lead people through change * Experience with customer service software and tools **Benefits** As a Part-Time Twilight Customer Service Team Lead, you will enjoy a range of benefits, including: * 25 days holiday * 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, Salary Sacrificed Gym partnerships, and Electric Vehicle (EV) leasing **Work Environment and Culture** As a Part-Time Twilight Customer Service Team Lead, you will work from home with 1 shift per month spent in the office. Our culture is fast-paced, dynamic, and innovative, with a focus on employee growth and development. We value diversity & inclusion and are committed to creating a workplace that is inclusive and respectful of all employees. **How to Apply** If you're a motivated and experienced customer service leader looking for a new challenge, we invite you to apply for this exciting opportunity. Please submit your application by 12pm, Friday 27th September. We can't wait to hear from you! **Apply Now** Apply Job! Apply for this job