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For Companies At a Glance
- Tasks: Lead a dynamic customer service team, ensuring top-notch support and performance.
- Company: Join Zopa, a pioneering bank transforming finance since 2005 with a people-first approach.
- Benefits: Enjoy hybrid work, flexible hours, and the chance to work abroad for up to 120 days a year.
- Why this job: Make a real impact in a supportive culture that values innovation and personal growth.
- Qualifications: Experience in customer service leadership, knowledge of FCA regulations, and strong communication skills required.
- Other info: Work in a vibrant environment with diverse colleagues and opportunities for career development.
The predicted salary is between 36000 - 60000 £ per year.
Our Story
Hello there. We’re Zopa. We started our journey back in 2005, building the first-ever peer-to-peer lending company. In 2020, we launched Zopa Bank, a bank that listens to what our customers dislike about finance and does the opposite. We’re redefining the experience of working in finance. Our vision for a new era of banking centers on people—building a business that empowers everyone to aim high and move finance forward. We’re proud of our achievements, including being named in the top three UK’s Most Loved Workplaces. Our success is driven by our incredible team. If you thrive on unconventional challenges, think differently, and want to make a significant impact, join us at Zopa and make it count.
The Role:
We are seeking a highly motivated, people-driven Customer Service Team Leader to support our Current Account product and other initiatives. You should be customer-centric, possess strong communication and leadership skills, and be adaptable to an agile work environment. As a Team Leader, you will manage and coordinate the daily work of agents to deliver excellent customer service. You will also be passionate about developing your team members and helping them reach their career goals. With our expanding product range, especially our current account, you will focus on achieving key business objectives, monitoring team performance, and driving continuous improvement. Collaborating with the product team, you will ensure customer and team voices are heard, and product initiatives are successfully implemented. This role involves working 5 days out of 7, with shifts between 8 am and 8 pm, totaling 37.5 hours per week. You will work one weekend a month, 9 am – 5:30 pm. The role is hybrid, with in-office work on Tuesdays and Thursdays.
A day in the life:
- Manage department resources in real-time to meet compliance and quality KPIs.
- Coordinate with WFM and planning teams to respond to service level changes and optimize staffing.
- Ensure customer and stakeholder inquiries meet Zopa standards.
- Foster a collaborative, customer-centric culture aligned with company values.
- Monitor and improve individual and team performance through coaching, feedback, and goal setting.
- Report on performance metrics and implement action plans as needed.
- Use data to inform decisions and enhance department processes.
- Work closely with product teams, providing feedback and updates about new features.
About you:
- Operational experience in a customer-focused environment with team leadership skills.
- Knowledge of FCA regulations applicable to financial services.
- Experience with current account products, preferably in a digital bank or FinTech.
- Workflow management expertise.
- Excellent attention to detail and personal responsibility.
- Creative problem-solving abilities.
- Strong communication skills, proficiency in Microsoft Word and Excel.
- Ability to work with urgency and prioritize effectively.
- Awareness of risk management and controls.
We value face-to-face collaboration and work-life balance. This hybrid role requires in-office presence on Tuesdays and Thursdays. You may also work from abroad up to 120 days a year, subject to right-to-work in the chosen country.
Diversity Statement
We are committed to a discrimination-free workplace. Diversity enriches our products and culture. With nearly 50 nationalities, a DE&I forum, and inclusive hiring practices, we encourage everyone to bring their full selves to work. Please inform us if you need any reasonable adjustments.
Customer Service Team Leader (Hybrid) employer: Zopa Bank Limited
Contact Detail:
Zopa Bank Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader (Hybrid)
✨Tip Number 1
Familiarise yourself with Zopa's values and mission. Understanding their customer-centric approach and commitment to innovation in finance will help you align your responses during interviews, showcasing how your leadership style fits within their culture.
✨Tip Number 2
Highlight your experience in managing teams in a customer-focused environment. Be prepared to discuss specific examples of how you've improved team performance and customer satisfaction, as this role heavily emphasises leadership and operational excellence.
✨Tip Number 3
Brush up on your knowledge of FCA regulations and current account products. Being well-versed in these areas will not only demonstrate your expertise but also show your commitment to compliance and quality service, which are crucial for this position.
✨Tip Number 4
Prepare to discuss your problem-solving skills and how you use data to inform decisions. Zopa values continuous improvement, so be ready to share examples of how you've used metrics to enhance processes and drive team success.
We think you need these skills to ace Customer Service Team Leader (Hybrid)
Some tips for your application 🫡
Understand the Company Culture: Familiarise yourself with Zopa's mission and values. Highlight how your personal values align with their commitment to customer-centricity and innovation in finance.
Tailor Your CV: Emphasise your operational experience in customer service and any leadership roles you've held. Use specific examples that demonstrate your ability to manage teams and improve performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for developing team members and driving continuous improvement. Mention your knowledge of FCA regulations and how it applies to the role.
Showcase Relevant Skills: Make sure to highlight your strong communication skills, problem-solving abilities, and proficiency in Microsoft Word and Excel. Provide examples of how you've used these skills in previous roles.
How to prepare for a job interview at Zopa Bank Limited
✨Show Your Customer-Centric Mindset
Zopa is all about putting customers first, so be ready to share examples of how you've prioritised customer needs in your previous roles. Highlight any specific situations where you went above and beyond to ensure customer satisfaction.
✨Demonstrate Leadership Skills
As a Team Leader, you'll need to inspire and guide your team. Prepare to discuss your leadership style and provide examples of how you've successfully managed a team, resolved conflicts, or motivated others to achieve their goals.
✨Familiarise Yourself with FCA Regulations
Since the role involves working in a financial services environment, it's crucial to have a good understanding of FCA regulations. Brush up on relevant regulations and be prepared to discuss how they impact customer service operations.
✨Emphasise Adaptability and Problem-Solving
Zopa values creativity and adaptability, especially in an agile work environment. Be ready to share instances where you've had to think on your feet or adapt to changing circumstances, showcasing your problem-solving skills.
