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Zopa is a fintech company founded in 2005 as the first peer-to-peer lending platform, and launched Zopa Bank in 2020 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 Leader, you will manage and coordinate a team of customer service agents handling escalated and complex customer inquiries across Zopa's product range, including the current account offering. You'll be responsible for day-to-day team management, ensuring high service standards, and driving continuous improvement in customer experience.
Key responsibilities include:
- Real-time management of department resources to meet compliance and quality KPIs, including queue monitoring and risk reporting to senior management
- Close 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
- Proactively reporting operational risks to the Head of Department
- Using data to identify improvement opportunities and drive departmental performance
- Maintaining product knowledge to support team escalations and deliver training
- Supporting broader operational goals through owned initiatives aligned to Zopa key results
- Highlighting improvement areas and supporting change delivery with clear communication
The role operates on a rotating shift pattern covering 8:00am–8:00pm, Monday to Friday, with three days per week required in the Manchester office (unless on a late shift). You'll work one weekend per month from home (9:00am–5:30pm) with time off in lieu, and some bank holiday work with compensatory time off. Zopa offers flexible working options, including the ability to work abroad for up to 120 days per year (subject to work rights).
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 with difficult conversations and fair, constructive performance management
- 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 fast-paced, changing environments
- Clear communication with team, peers, and senior stakeholders
- Strong attention to detail, personal responsibility, and awareness of risk, controls, and escalation procedures
- Comfort 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 proficiency (reports/dashboards)
- Experience with outsourced partners or cross-site teams
- Track record of growing team capability or size
- Knowledge of FCA guidance and regulated environment experience
