Customer Service Team Leader

The Role

Our in house customer services team are experts in solving escalated, complex customer enquiries. The team supports front line agents and works directly with customers to resolve escalated and varied queries across our range of products and services. As a Customer Service Team Leader at Zopa, you will be responsible for the management, organisation, and co ordination of the day to day work of a team of agents to deliver the highest standards of service to our customers.

The role will focus on supporting the team to deliver results against key business objectives, ensuring adequate oversight of team performance and applying a continuous improvement mindset. You will work closely with our current account product team to ensure product led initiatives are delivered within the team.

Working Pattern

This role operates on a rotating shift pattern covering hours between 8:00 am and 8:00 pm, Monday to Friday. You will be required to work from the London office two days per week (typically Tuesdays and Thursdays). One weekend per month is worked from home (9:00 am-5:30 pm) with time off in lieu during the week. Some bank holiday working is also required, with time off in lieu.

A Day in the Life

• Real time management of department resources to ensure internal compliance and quality KPIs are met, including close monitoring of all queue levels, reporting risks and issues to Senior Management in a timely fashion.
• Working closely with our WFM and planning team to respond to service level variations and match staff to demand to maximise service availability.
• Ensuring that customer or stakeholder enquiries are dealt with in accordance with the performance and service standards of the business.
• Setting the tone and culture of the team, fostering a supportive environment focused on common goals with a high performance mindset in line with company values.
• Monitoring and driving individual and team performance against KPIs, utilising structured 1:1's, feedback cycles, coaching methods and clear performance goal setting where performance falls short.
• Preparing updates for your line manager on performance against KPIs and action plans where necessary.
• Proactively reporting operational risks to the Head of Department in a timely and accurate fashion.
• Utilising data to make informed decisions, seeking new opportunities for insight to improve performance for the team and customers.
• Maintaining appropriate department knowledge to support the team with escalations and deliver required training and onboarding support.
• Supporting broader operational goals through owned initiatives, delivering positive, actionable updates that improve performance aligned to Zopa key results.
• Highlighting areas for improvement through appropriate change forums and supporting delivery and rollout in your area with clear communications.

About You

• Experience leading a team in a customer focused operational environment.
• Ability to get the best out of people, balancing support, care and accountability.
• Comfortable having difficult conversations and managing performance in a clear, fair and constructive way.
• Analytical and confident using data to understand performance, identify issues and make decisions.
• Highly organised, structured and able to keep multiple priorities moving without letting things slip.
• Ability to prioritise well, especially when the environment is busy and things change quickly.
• Clear communication with team, peers and senior stakeholders.
• Strong attention to detail, personal responsibility and awareness of risk, controls and escalation.
• Comfortable working with pace, ambiguity and change.

Bonus Points

• Experience working in a fintech, digital bank or scale up environment.
• Experience in a banking or financial services contact centre.
• Experience working with a current account product.
• Experience using Salesforce, including reports or dashboards.
• Experience working with outsourced partners or cross site teams.
• Experience helping teams grow in ability or size.
• Experience working in a regulated environment with knowledge of FCA guidance.

Flexible Work Arrangement

This hybrid role requires you to come to our London office two days a week. You also have the option of working from abroad for up to 120 days a year, subject to having the right to work in the country of choice.

Diversity Statement

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities and have a DE&I forum for those who want to make a difference. We are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process; please let us know if you require any reasonable adjustments.