Hybrid opportunity at
ZopaCustomer Service Team Leader
Zopa is recruiting a Customer Service Team Leader for its in-house customer services group in Manchester. The team deals with escalated and intricate enquiries from customers…
Career Tools
About This Role
Zopa is recruiting a Customer Service Team Leader for its in-house customer services group in Manchester. The team deals with escalated and intricate enquiries from customers across the bank's products and services, and supports front-line agents. The post is full time and hybrid, with three days a week in the Manchester office. The leader directs the everyday work of a group of agents so that service levels stay high. Zopa…
Job Description
Zopa is recruiting a Customer Service Team Leader for its in-house customer services group in Manchester. The team deals with escalated and intricate enquiries from customers across the bank's products and services, and supports front-line agents. The post is full time and hybrid, with three days a week in the Manchester office.
The leader directs the everyday work of a group of agents so that service levels stay high. Zopa has a record of moving strong operations staff into career paths within operations or into other departments, so the leader needs to care about each person's development and help them reach their goals.
With the current account product expanding, much of the leader's time goes into lifting team results against key business targets. The leader monitors performance closely, acts on insight that can improve how things run, and works with the current account product team to shape new initiatives and make sure they land well with the team.
The post suits an organised, numbers-literate manager who can handle awkward conversations, manage performance fairly and keep several priorities moving in a busy, changing environment.
Responsibilities
- Manage resources in real time to meet internal compliance and quality targets, including watching queue levels
- Raise operational hazards and problems with senior leadership without delay
- Coordinate with workforce planning colleagues to match staffing to demand and keep service available
- Ensure enquiries meet the performance and service standards expected of the business
- Build a supportive, goal-focused team culture that reflects company values
- Track individual and team KPIs through one-to-ones, feedback and coaching, and set concrete improvement goals where results lag
- Report on performance and corrective action plans to line managers
- Use data to find improvement opportunities and keep team knowledge current for escalations and training
Requirements
- Leadership experience in a customer-facing operational setting
- Ability to combine support, care and accountability when getting the best from people
- Confidence with difficult conversations and fair, constructive performance management
- Analytical, comfortable making decisions based on data
- Excellent organisation and the ability to juggle several priorities
- Works well with pace, ambiguity and change
- Clear communication with teams, peers and senior stakeholders
- Careful, detail-oriented and accountable, with a grasp of risk, controls and escalation routes
Qualifications
- Experience at a financial technology firm, digital bank or rapidly growing company
- Contact centre experience in banking or financial services
- Knowledge of current account products
- Salesforce experience, including reports and dashboards
- Working with outsourced providers or teams across sites
- Helping teams grow in capability or headcount
- Operating in a regulated environment and familiarity with FCA guidance
Core Skills
Benefits
- Flexible working arrangements
- Working overseas for as many as 120 days a year, if the right to work applies in that country
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the Customer Service Team Leader role based?
The role is based in Manchester and is hybrid, with three days a week in the Manchester office.
What shift pattern does the role follow?
The posting describes a rotating Monday to Friday pattern of 7.5-hour shifts within the 8:00am to 6:00pm window, with some bank holiday cover compensated by time off in lieu.
What salary does the posting offer?
The posting does not state a salary.
Is current account experience required?
It is not required. The posting lists experience with a current account product as a bonus point.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.