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- Tasks: Lead a dynamic customer service team to deliver top-notch support and drive performance.
- Company: Join Zopa, a diverse fintech company with a vibrant culture.
- Benefits: Flexible shifts, competitive pay, and opportunities for professional growth.
- Other info: Work in a supportive atmosphere with a focus on continuous improvement and innovation.
- Why this job: Make a real impact by fostering a high-performance team in a fast-paced environment.
- Qualifications: Experience in customer service leadership and strong analytical skills required.
The predicted salary is between 35000 - 45000 £ per year.
Our in‑house customer services team excels at solving escalated, complex customer enquiries. As Customer Service Team Leader, you will manage, organise and coordinate the day‑to‑day work of a team to deliver the highest standards of service.
Responsibilities
- Real‑time management of department resources to ensure internal compliance and quality KPIs are met, including close monitoring of queue levels and reporting risks to senior management.
- Work closely with WFM and planning teams to match staff to demand and maximise service availability.
- Ensure customer or stakeholder enquiries are handled in accordance with business performance and service standards.
- Set the tone and culture of the team, fostering a supportive, high‑performance environment aligned with company values.
- Monitor and drive individual and team performance against KPIs, utilising structured 1:1s, feedback cycles, coaching and clear performance goal‑setting.
- Prepare updates for line manager on performance against KPIs and action plans.
- Proactively report operational risks to the Head of Department in a timely and accurate manner.
- Use data to drive continuous improvement and identify new opportunities for insight.
- Maintain department knowledge to support escalations and deliver required training and onboarding.
- Support broader operational goals through owned initiatives that deliver positive, actionable updates aligned to Zopa key results.
- Highlight improvement areas through change forums and support delivery and rollout with clear communication.
Qualifications
- 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 and confident using data to understand performance, identify issues and make decisions.
- Highly organised, structured and able to keep multiple priorities moving without letting things slip.
- Strong prioritisation skills, especially in a busy, changing environment.
- Clear communication with team, peers and senior stakeholders.
- Strong attention to detail, personal responsibility and awareness of risk, controls and escalation.
- Comfortable working with pace, ambiguity and change.
Schedule
This role operates on a rotating shift pattern covering hours between 8:00 am and 8:00 pm, 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. In addition, you will work one weekend per month from home (9:00 am‑5:30 pm), with time off in lieu provided during the week. Some bank holiday working will also be required, with time off in lieu.
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.
EEO Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum, and are proud of our culture where everyone can bring their full self to work. All applicants must have the right to work in the country of choice.
Customer Service Team Leader in City of Westminster 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 in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to current employees at Zopa or in similar roles on LinkedIn. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service leadership. Think about how you’d handle tough situations and be ready to share examples from your past experiences.
✨Tip Number 3
Show off your analytical skills! Be prepared to discuss how you've used data to drive improvements in previous roles. This will demonstrate your ability to meet those KPIs we all love to talk about.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Customer Service Team Leader in City of Westminster
Some tips for your application 🫡
Show Off Your Leadership Skills: When you're writing your application, make sure to highlight any experience you have leading a team. We want to see how you've managed performance and supported your team in a customer-focused environment.
Be Data-Driven: Since this role involves using data to drive improvements, don’t forget to mention any analytical skills or experiences you have. Show us how you've used data to identify issues and make decisions in the past.
Communicate Clearly: Clear communication is key! Make sure your application is well-structured and easy to read. We appreciate candidates who can convey their thoughts clearly, especially when it comes to managing teams and stakeholders.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Zopa Bank Limited
✨Know Your Numbers
As a Customer Service Team Leader, you'll need to be comfortable with KPIs and data analysis. Brush up on relevant metrics like customer satisfaction scores and response times. Be ready to discuss how you've used data in the past to drive improvements or make decisions.
✨Showcase Your Leadership Style
Think about your approach to leading a team. Prepare examples of how you've balanced support and accountability in previous roles. Highlight any experiences where you’ve successfully managed difficult conversations or performance issues while maintaining a positive team culture.
✨Demonstrate Your Organisational Skills
This role requires juggling multiple priorities, so come prepared with examples that showcase your organisational skills. Discuss specific strategies you’ve used to keep your team on track and how you manage workload during busy periods.
✨Communicate Clearly
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely. Be prepared to explain how you ensure clear communication within your team and with senior stakeholders, especially when reporting on performance or operational risks.