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Zopa is a fintech company founded in 2005 as the first peer-to-peer lending platform, now operating as Zopa Bank with a mission to redefine banking by putting customers first. The company has been recognized as one of the UK's Most Loved Workplaces.
As a Customer Service Team Lead, you will manage and coordinate a team of customer service agents handling escalated and complex customer inquiries across Zopa's product range, including current accounts. You'll be responsible for day-to-day team management, ensuring high service standards, and supporting agent development and career progression.
Key responsibilities include:
- Real-time management of department resources to meet compliance and quality KPIs, including queue monitoring and risk reporting to senior management
- Collaboration with workforce management and planning teams to respond to service level variations and optimize staffing
- Setting team tone and culture to foster a supportive, high-performance environment aligned with company values
- Monitoring and driving individual and team performance through structured 1:1s, feedback cycles, coaching, and clear goal-setting
- Preparing performance updates and action plans for your line manager
- Proactive reporting of operational risks to the Head of Department
- Using data to drive continuous improvement and identify new insights
- Maintaining department knowledge to support escalations and deliver training/onboarding
- Supporting broader operational goals through owned initiatives with focus on positive, actionable updates
- Identifying improvement areas and supporting delivery and rollout with clear communications
Working pattern: Monday to Friday, 7.5-hour rotating shifts between 8:00am and 6:00pm. Three days per week in the Manchester office (WeWork, Dalton Place). Some bank holiday working required with time off in lieu. Option to work abroad up to 120 days per year (subject to right to work).
Requirements:
- Experience leading a team in a customer-focused operational environment
- Ability to get the best out of people, balancing support, care, and accountability
- Comfortable having difficult conversations and managing performance fairly and constructively
- Analytical mindset with confidence using data to understand performance and make decisions
- Highly organized and structured; able to manage multiple priorities without dropping items
- Strong prioritization skills in busy, fast-changing environments
- 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 qualifications:
- Experience in fintech, digital banking, or scale-up environments
- Banking or financial services contact center background
- Current account product experience
- Salesforce experience (reports/dashboards)
- Experience with outsourced partners or cross-site teams
- Track record helping teams grow in ability or size
- Experience in regulated environments with FCA guidance knowledge
