Company Overview
We started in 2005 as the first peer‑to‑peer lending company. In 2020 we launched Zopa Bank, a bank that listens to what customers don’t like about finance and does the opposite. We’re redefining finance by putting people front and centre and empowering everyone to aim high.
The Role
Our in‑house customer services team solves escalated, complex customer enquiries. The team supports frontline 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 and coordinate the daily work of a team of agents, ensuring the highest standards of service and supporting their professional development.
Working Pattern
Rotating shift pattern covering 8:00 am–8:00 pm, Monday to Friday. Required to work from the Manchester office three days per week unless on a late shift. Work one weekend per month from home (9:00 am–5:30 pm) with time off in lieu. Some bank holiday working will also be required.
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 appropriately respond to service level variations and match staff to demand to maximise service availability.
- Ensure that customer or stakeholder enquiries are dealt with in accordance with the performance and service standards of the business.
- Set 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.
- Monitor and drive individual and team performance against KPIs, utilising structured 1:1s, feedback cycles, coaching methods and clear performance goal setting while setting specific and actionable objectives where performance falls short.
- Prepare updates for your line manager on performance against KPIs and action plans where necessary.
- Proactively report up‑line any potential or actual operational risks in a timely and accurate fashion to the Head of Department.
- Utilise data to make informed decisions to drive continuous improvement of your department, seeking new opportunities for insight to help you, the team and our customers.
- Maintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support.
- Support broader operational goals and objectives through your owned set of initiatives with a focus on delivering positive, actionable updates that improve performance aligned to Zopa key results.
- Highlight areas for improvement through appropriate change forums and support with delivery and rollout in your area with clear communication.
About You
- Experience leading a team in a customer focused operational environment.
- Ability to get the best out of people by 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 and able to keep multiple priorities moving without letting things slip.
- Strong prioritisation skills, especially in a busy environment where 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.
Working Conditions
Hybrid role: three days a week in the Manchester office (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF). You can also work from abroad for up to 120 days a year, subject to the right to work in the country of choice.
Diversity Statement
Zopa offers a workplace free from discrimination. Diversity of experience, perspectives and backgrounds leads to better products and a unique culture. We encourage all candidates to bring their full selves to work and request reasonable adjustments if needed.
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