Customer Service Team Leader

We’re Zopa. We started our journey in 2005 building the first peer-to-peer lending company. In 2020 we launched Zopa Bank, a customer-focused bank that aims to move finance forward. This is a hybrid, London-based role in Operations – Customer Services / Employee - Permanent.

Our in-house customer services team are experts in solving escalated, complex customer enquiries. The team supports front-line agents and works directly with customers to resolve escalated and varied queries across our range of products and services. As a Customer Service Team Leader at Zopa, you will be responsible for the management, organisation, and co-ordination of the day-to-day work of a team of agents to deliver the highest standards of service. You will be passionate about people development to help individuals reach their personal career aspirations. With the growth of our product range, this role focuses on delivering results against key business objectives, providing oversight of team performance, and acting on insights to drive continuous improvement. You will work closely with the current account product team to ensure we build a great product and act as a voice for customers and the team.

This role operates on a rotating shift pattern covering hours between 8:00am and 8:00pm, Monday to Friday. You will be required to work from the London office two days per week (typically Tuesdays and Thursdays), unless scheduled on a late shift. You will work one weekend per month from home (9:00am–5:30pm), with time off in lieu. Some bank holiday working will also be required, with time off in lieu.

A Day In The Life

• Real time management of department resources to ensure internal compliance and quality KPIs are met, including close monitoring of queue levels and timely reporting of risks and issues to Senior Management.
• Work closely with the WFM and planning team to respond to service level variations and match staff to demand to maximise service availability.
• Ensure customer or stakeholder enquiries are dealt with in accordance with performance and service standards.
• Set the tone and culture of the team to foster a supportive environment focused on common goals with a high-performance mindset in line with company values.
• Monitor and drive individual and team performance against KPIs using structured 1:1s, feedback cycles, coaching, and clear objectives where performance falls short.
• Prepare updates for your line manager on performance against KPIs and action plans where necessary.
• Proactively report potential or actual operational risks to the Head of Department in a timely and accurate fashion.
• Utilise data to drive continuous improvement and seek new opportunities for insight to help the team and customers.
• Maintain knowledge to support the team with escalations and provide required training and onboarding support.
• Support broader operational goals through your initiatives with a focus on delivering positive, actionable updates that improve performance aligned to Zopa key results.
• Highlight areas for improvement through change forums and support with delivery and rollout in your area with clear communications.

About You

• You have experience leading a team in a customer-focused operational environment.
• You know how to get the best out of people, balancing support, care and accountability.
• You are comfortable having difficult conversations and can manage performance in a clear, fair and constructive way.
• You are analytical and confident using data to understand performance, identify issues and make decisions.
• You are highly organised, structured and able to keep multiple priorities moving without letting things slip.
• You can prioritise well, especially when the environment is busy and things change quickly.
• You communicate clearly with your team, peers and senior stakeholders.
• You have strong attention to detail, personal responsibility and awareness of risk, controls and escalation.
• You are comfortable working with pace, ambiguity and change.

Bonus Points

• Experience working in a fintech, digital bank or scale-up environment.
• Experience in a banking or financial services contact centre.
• Experience working with a current account product.
• Experience using Salesforce, including reports or dashboards.
• Experience working with outsourced partners or cross-site teams.
• Experience helping teams grow in ability or size.
• Experience working in a regulated environment with knowledge of FCA guidance.

Work Flexibility and Diversity

We value flexible ways of working. This hybrid role requires you to come to our London office 2 days a week. You’ll also have the option of working from abroad for up to 120 days a year, subject to having the right to work in the country of choice. We will provide support to help you thrive in both work and home life from day one.

Diversity Statement: Zopa is proud to offer a workplace free from discrimination. We embrace diversity of experience and backgrounds and support reasonable adjustments in our hiring process. We may use AI tools to support parts of the hiring process; final hiring decisions are made by humans.