Customer Service Team Leader

Role Overview

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 you will manage, organise, and coordinate the day to day work of a team of agents to deliver the highest standards of service.

The role is heavily focused on supporting the team to deliver results against key business objectives and ensuring adequate oversight of performance. You will work closely with the current account product team to ensure product led initiatives align with team activities.

Working Pattern

This role operates on a rotating shift pattern covering hours between 8:00am and 8:00pm, Monday to Friday. You will work from the Manchester office three days per week, unless scheduled on a late shift. One weekend per month is worked from home (9:00am-5:30pm) with bank holiday working and time off in lieu.

Responsibilities

• Real time management of department resources to meet internal compliance and quality KPIs, monitoring queue levels and reporting risks and issues to Senior Management.
• Collaborate with WFM and planning teams to adjust staffing to demand and maximise service availability.
• Ensure customer or stakeholder enquiries are dealt with in accordance with performance and service standards.
• Set the tone and culture of the team, fostering a supportive environment focused on common goals with a high performance mindset.
• Monitor and drive individual and team performance against KPIs, utilising structured 1:1s, feedback cycles, coaching, and goal setting.
• Prepare updates for your line manager on performance against KPIs and action plans.
• Proactively report operational risks to the Head of Department.
• Use data to make informed decisions and drive continuous improvement of the department.
• Support the team with escalations and deliver required training and onboarding support.
• Support broader operational goals through owned initiatives, providing actionable updates that improve performance aligned to Zopa key results.
• Highlight areas for improvement and support change implementation with clear communications.

About You

• Experience leading a team in a customer focused operational environment.
• Ability to inspire and balance support, care, and accountability.
• Comfortable with difficult conversations and performance management.
• Analytical, confident using data to understand performance, identify issues, and make decisions.
• Highly organised, structured, and can manage multiple priorities.
• Strong prioritisation, especially in a busy, changing environment.
• 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 and 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.

Employment Details

We value flexible ways of working. This hybrid role requires you to come to the Manchester office three days a week. The option of working from abroad for up to 120 days per year is available, subject to the right to work in that country.

Diversity Statement

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for customers and a unique company culture. Our DE&I forum is made up of Zopians wanting to make a difference. We reflect our commitment to DE&I in the hiring process and please let us know if you require any reasonable adjustment.