Zopa Bank

1 week ago

Customer Service Team Leader

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Lead a team of customer service agents to resolve escalated, complex enquiries across Zopa’s products—especially current account. Own day-to-day coordination, real-time queue and KPI management, and performance coaching through structured 1:1s and feedback cycles. Use data and continuous improvement to reduce risks, support training and onboarding, and partner with the current account product team so customer voice and product-led initiatives land effectively.

Location: Manchester

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage, organise, and coordinate the day-to-day work of a team of customer service agents to deliver high standards.
•Monitor queues and KPIs in real time, reporting risks and issues to senior management and the Head of Department.
•Work with WFM and planning to respond to service level variations and match staffing to demand.
•Ensure customer and stakeholder enquiries are handled to business performance and service standards, including escalations and training support.
•Drive continuous improvement using data, support change forums, and provide updates to your line manager on KPI performance and action plans.

Key Requirements

•Experience leading a team in a customer-focused operational environment.
•Ability to get the best out of people with a balance of support, care, and accountability.
•Comfort having difficult conversations and managing performance clearly, fairly, and constructively.
•Analytical use of data to understand performance, identify issues, and make decisions.
•Highly organised and able to manage multiple priorities in a fast-changing environment.

Experience:FintechDigital bankFinancial servicesCurrent accountBanking contact centreRegulated environmentFCA guidance

Skills:LeadershipCoachingCommunicationPerformance managementAnalytical thinking

Tech Stack:SalesforceDashboardsReportsWFM

Company Brief

Zopa Bank

Zopa is a UK-based digital bank and fintech offering savings, personal loans, and credit products. Founded as a peer-to-peer lender, it now operates a regulated retail bank focused on straightforward consumer financial services and competitive rates.

Industry: Retail Banking

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: London, United Kingdom

Founded: 2005

Website LinkedIn

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Zopa Bank

1 week ago

Customer Service Team Leader

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: Manchester

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage, organise, and coordinate the day-to-day work of a team of customer service agents to deliver high standards.
•Monitor queues and KPIs in real time, reporting risks and issues to senior management and the Head of Department.
•Work with WFM and planning to respond to service level variations and match staffing to demand.
•Ensure customer and stakeholder enquiries are handled to business performance and service standards, including escalations and training support.
•Drive continuous improvement using data, support change forums, and provide updates to your line manager on KPI performance and action plans.

Key Requirements

•Experience leading a team in a customer-focused operational environment.
•Ability to get the best out of people with a balance of support, care, and accountability.
•Comfort having difficult conversations and managing performance clearly, fairly, and constructively.
•Analytical use of data to understand performance, identify issues, and make decisions.
•Highly organised and able to manage multiple priorities in a fast-changing environment.

Experience:FintechDigital bankFinancial servicesCurrent accountBanking contact centreRegulated environmentFCA guidance

Skills:LeadershipCoachingCommunicationPerformance managementAnalytical thinking

Tech Stack:SalesforceDashboardsReportsWFM

Company Brief

Zopa Bank

Industry: Retail Banking

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: London, United Kingdom

Founded: 2005

Website LinkedIn