Zopa Bank

1 day 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: 22 hours agoStatus: Live

Job Summary

Lead the day-to-day work of a team of agents in Zopa’s in-house customer services operation, handling escalated and complex customer enquiries across products (especially current account). Monitor queues, performance and KPIs, coach agents via 1:1s and feedback cycles, and proactively report operational risks. Partner with workforce planning and the current account product team to support continuous improvement and ensure strong service standards.

Location: Manchester

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage, organise, and coordinate the day-to-day work of a team of agents to deliver high standards of customer service.
•Real-time management of department resources: monitor queue levels, report risks/issues, and ensure internal compliance and KPI achievement.
•Work closely with workforce management and planning to respond to service-level variations and match staffing to demand.
•Drive individual and team performance against KPIs using 1:1s, feedback cycles, coaching, and performance goal setting.
•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 manage performance with clear, fair, constructive feedback and coaching.
•Comfortable using data/analytics to understand performance, identify issues and make decisions.
•Highly organised and able to manage multiple priorities in a fast-changing environment.
•Strong attention to detail and awareness of risk, controls, and escalation.

Experience:FintechDigital bankingFinancial servicesBanking contact centreRegulated environment

Skills:LeadershipCoachingCommunicationData analysisOrganizational skills

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

Website LinkedIn

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Zopa Bank

1 day 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: 22 hours agoStatus: Live

Job Summary

Location: Manchester

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage, organise, and coordinate the day-to-day work of a team of agents to deliver high standards of customer service.
•Real-time management of department resources: monitor queue levels, report risks/issues, and ensure internal compliance and KPI achievement.
•Work closely with workforce management and planning to respond to service-level variations and match staffing to demand.
•Drive individual and team performance against KPIs using 1:1s, feedback cycles, coaching, and performance goal setting.
•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 manage performance with clear, fair, constructive feedback and coaching.
•Comfortable using data/analytics to understand performance, identify issues and make decisions.
•Highly organised and able to manage multiple priorities in a fast-changing environment.
•Strong attention to detail and awareness of risk, controls, and escalation.

Experience:FintechDigital bankingFinancial servicesBanking contact centreRegulated environment

Skills:LeadershipCoachingCommunicationData analysisOrganizational skills

Tech Stack:Salesforce

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