Hybrid opportunity at
ZopaCustomer Service Team Lead
Zopa operates as a digital bank established initially in 2005 as a peer-to-peer lending platform and later launched as a bank in 2020. The company seeks…
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About This Role
Zopa operates as a digital bank established initially in 2005 as a peer-to-peer lending platform and later launched as a bank in 2020. The company seeks individuals who embrace unconventional challenges and drive outsized impact. The organization has been recognized as one of the UK's top three most loved workplaces. Zopa is currently hiring a Customer Service Team Lead in a hybrid setup based out of the Manchester office. This…
Job Description
Zopa operates as a digital bank established initially in 2005 as a peer-to-peer lending platform and later launched as a bank in 2020. The company seeks individuals who embrace unconventional challenges and drive outsized impact. The organization has been recognized as one of the UK's top three most loved workplaces.
Zopa is currently hiring a Customer Service Team Lead in a hybrid setup based out of the Manchester office. This role requires working from the Manchester office three days per week, operating on a Monday through Friday rotating shift pattern between 8:00 AM and 6:00 PM, with some bank holiday requirements involving time off in lieu.
As a Customer Service Team Lead, the individual will manage, organize, and coordinate daily tasks for a team of agents handling escalated customer queries across multiple products and services. The position involves real-time resource management, tracking compliance and quality metrics, monitoring queue levels, and collaborating with workforce management teams. The selected candidate will set team culture, mentor and develop agents, drive performance against key indicators, and collaborate closely with product teams to advocate for the customer experience.
Ideal candidates possess experience leading teams in customer-focused operational environments, utilizing analytical skills, and making data-driven decisions. Additional experience in financial services, fintech digital banks, or current accounts is considered beneficial.
Responsibilities
- Manage, organize, and coordinate daily operations for a team of support agents handling escalated customer queries
- Perform real-time management of department resources to meet internal compliance and quality key performance indicators
- Monitor queue levels and report operational risks and issues to senior management and the head of department
- Collaborate with workforce management and planning teams to respond to service level variations and match staffing to demand
- Set the team culture and foster a supportive environment aligned with company values and high-performance standards
- Monitor individual and team performance through structured one-on-one sessions, feedback cycles, and coaching
- Utilize operational data to make informed decisions and drive continuous improvement within the department
- Maintain department knowledge to support team members with escalated issues and deliver onboarding and training
Requirements
- Experience leading a team in a customer-focused operational environment
- Proficiency in balancing support, care, and accountability while managing performance in a constructive manner
- Analytical capability to use data for understanding performance, identifying issues, and making decisions
- Organizational skills to manage multiple priorities in a fast-paced environment
- Clear communication skills with peers, team members, and senior stakeholders
- Attention to detail, personal responsibility, and awareness of risk, controls, and escalation
- Ability to work in a hybrid setup from the Manchester office three days a week
Qualifications
- Experience working in a fintech, digital bank, or scale-up environment
- Background in a banking or financial services contact centre
- Prior experience working with a current account product
- Familiarity with Salesforce, including reports or dashboards
- Experience collaborating with outsourced partners or cross-site teams
- Background helping teams grow in ability or size
- Experience working in a regulated environment with knowledge of FCA guidance
Core Skills
Benefits
- Option of working from abroad for up to 120 days a year, subject to having the right to work in the chosen country
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote or hybrid?
This is a hybrid role requiring attendance at the Manchester office three days per week.
What is the working schedule for this position?
The position operates on a Monday to Friday, 7.5-hour rotating shift pattern scheduled between 8:00 AM and 6:00 PM, with occasional bank holiday work required involving time off in lieu.
What salary does Zopa offer for this role?
The source posting does not specify the salary.
What are the main duties of the Customer Service Team Lead?
The role involves managing and coordinating daily work for a team of agents, monitoring queue levels and department resources, driving performance against key indicators, mentoring staff, and collaborating with product teams.
Sample Interview Questions
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