Customer Service Team Leader

Zopa Bank
Manchester
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Leadership","Coaching","Performance management","Communication","Data-driven decision-making"]

Lead the day-to-day work of a team of customer service agents handling escalated, complex enquiries across Zopa’s products, with a strong focus on current accounts. Oversee performance and queue health, identify risks and improvement opportunities using data, and partner with the current account product team to ensure customer voice and product-led initiatives land well. Manage coaching, KPIs, training, and change forums while setting a high-performance team culture.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Zopa Bank
Zopa Bank
2 days 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: Just nowStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Lead the day-to-day work of a team of customer service agents handling escalated, complex enquiries across Zopa’s products, with a strong focus on current accounts. Oversee performance and queue health, identify risks and improvement opportunities using data, and partner with the current account product team to ensure customer voice and product-led initiatives land well. Manage coaching, KPIs, training, and change forums while setting a high-performance team culture.
Location: Manchester
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage, organise, and coordinate the daily work of a team of agents to deliver high standards of customer service.
  • •Monitor performance against KPIs, run structured 1:1s, feedback cycles, coaching, and set clear performance goals.
  • •Provide timely risk and issue reporting to Senior Management and the Head of Department.
  • •Work with WFM and planning teams to respond to service level variations and match staffing to demand.
  • •Maintain department knowledge to support escalations and deliver training and onboarding support.

Key Requirements

  • •Experience leading a team in a customer focused operational environment.
  • •Ability to get the best out of people, balancing support, care, and accountability.
  • •Comfort having difficult conversations and managing performance fairly and constructively.
  • •Analytical use of data to understand performance, identify issues, and make decisions.
  • •Strong organisation and clear communication with your team, peers, and senior stakeholders.
Skills:LeadershipCoachingPerformance managementCommunicationData-driven decision-making
Tech Stack:Salesforce

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
WebsiteLinkedIn