Intraday Team Lead

3 weeks ago

Cardiff, United Kingdom Starling Bank Full time

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.

**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.
Stage 1 & 2 - Role related interviews with the Resource Planning Team.

**About the role**:
Due to growth within the team, this is a brand new role we're looking to recruit for. The Intraday Team Lead will lead a team of Intraday Analysts, motivating and developing them to ensure that appropriate staffing levels are available at any time to service customer demand within the agreed service levels. The team work to balance performance across all channels, including moving staff between channels if required.
This role will work follow a 4 week rotation, 3 weeks will be 08:00 - 16:30 and the final week will be 13:30 - 22:00. This rotation offers coverage across all working patterns within the team. The role will work mainly Monday - Friday with some weekends 'on call' for emergencies only. The first 6 weeks will be spent full time in the office, moving to hybrid working after this period.
**Closing date**: Friday 3rd May, 12pm.

**Responsibilities will include**:

- Motivate, coach and develop the team.
- Drive delivery of our daily KPI’s and ensure an exceptional level of service to stakeholders both internal and external.
- Ensure that all workloads are managed equally across the team and completed with SLAs
- Ensure the team are kept updated on all appropriate matters
- Engage with stakeholders across the business in providing regular updates on performance and upcoming changes.
- Positively influence and contribute to the team culture.

**Requirements**:

- Accountable leader with strong customer focus
- Ability to balance workload and schedule
- Ability to get the best out of people
- Ability to adapt to, and lead teams through regular change
- Excellent communications and influencing skills
- Strong knowledge of Workforce Management software
- Previous experience of real time management in a contact centre environment.
- Ability to balance workload and schedules with multiple priorities.
- Strong spreadsheet skills ideally google sheets

**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 & group income protection
- 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
- Incentives 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 to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

**About us**:

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