SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Zopa is a fintech company founded in 2005 as the first peer-to-peer lending platform, now operating as Zopa Bank—a digital bank reimagining financial services with customer-centric products and values. The company has been recognized as one of the UK's Most Loved Workplaces.
Role Overview:
As 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 suite, including the current account offering. You'll be responsible for day-to-day team operations, performance management, and ensuring exceptional customer experience standards. This is a people-focused role with strong emphasis on team development and career progression—Zopa has a track record of promoting high performers into operations or other functions.
Key Responsibilities:
- 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 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 drive continuous improvement and identify new insights
- Maintaining department knowledge to support team escalations and deliver training/onboarding
- Supporting broader operational goals through owned initiatives with focus on positive, actionable updates
- Highlighting improvement areas and supporting change delivery with clear communications
Working Pattern:
Monday to Friday, 7.5-hour rotating shifts between 8:00am–6:00pm. Required to work from Manchester office 3 days per week. Some bank holiday working required with time off in lieu. Option to work abroad up to 120 days annually (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, 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/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
- Experience growing teams in ability or size
- Regulated environment experience with FCA guidance knowledge
