At a Glance
- Tasks: Lead a dynamic customer service team to deliver top-notch support and drive product improvements.
- Company: Join Zopa, a forward-thinking fintech company with a diverse and inclusive culture.
- Benefits: Enjoy flexible working, competitive salary, and opportunities for professional growth.
- Other info: Work in a dog-friendly office with the option to work abroad for up to 120 days a year.
- Why this job: Make a real impact by leading a team that enhances customer experiences and drives innovation.
- Qualifications: Experience in customer service leadership and strong analytical skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
You will manage, organise and coordinate the day‑to‑day work of a team of agents, delivering the highest standards of service to customers. You will support the growth of our product range, particularly our current account offering, ensuring team performance aligns with key business objectives and that customer insight drives product improvement.
Working Pattern
This role operates on a rotating shift pattern covering hours between 8:00 am and 8:00 pm, Monday to Friday. You will work from the Manchester office three days per week, unless scheduled for a late shift, and one weekend day per month from home (9:00 am–5:30 pm) with time off in lieu. Bank‑holiday working may also be required.
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 reporting risks and issues to senior management promptly.
- Collaborate with the WFM and planning team to match staff to demand and maximise service availability.
- Ensure customer or stakeholder enquiries are handled in accordance with the business’s performance and service standards.
- Set the team tone and culture, fostering a supportive environment focused on common goals and a high‑performance mindset aligned with company values.
- Monitor and drive individual and team performance against KPIs, utilising structured 1:1s, feedback cycles, coaching methods and clear performance goal setting.
- Prepare performance updates for line managers, outlining action plans where necessary.
- Proactively report operational risks to the Head of Department in a timely and accurate manner.
- Use data to drive continuous improvement, identifying new opportunities for insight to benefit the team and customers.
- Maintain departmental knowledge to support escalations and deliver required training and onboarding support.
- Support broader operational goals through owned initiatives, delivering positive, actionable updates that improve performance in line with Zopa key results.
- Highlight areas for improvement through change forums and support delivery and rollout with clear communication.
About You
- Experience leading a team in a customer‑focused operational environment.
- Ability to get the best out of people by balancing support, care and accountability.
- Comfortable managing difficult conversations and 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.
- Excellent prioritisation skills, especially when the environment is busy and changes rapidly.
- Clear communication with team, peers and senior stakeholders.
- Strong attention to detail, personal responsibility and awareness of risk, controls and escalation.
- Comfortable working under pace, ambiguity and change.
Bonus Points
- Experience in a fintech, digital bank or scale‑up environment.
- Experience in a banking or financial services contact centre.
- Experience 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.
At Zopa we value flexible ways of working
We value face‑to‑face collaboration and a good work‑life balance. This hybrid role requires you to come to our Manchester office 3 days a week (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF). Your office is dog friendly, so you may see furry friends. You also have the option of working from abroad for up to 120 days a year, subject to the right to work in the country of choice.
Diversity 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 and have a DE&I forum for those wanting to make a difference. Our approach to DE&I is reflected in our hiring process – please let us know if you require any reasonable adjustment.
Customer Service Team Leader in Manchester employer: Zopa Bank
At Zopa, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. Our Manchester office offers a vibrant environment where team leaders can thrive, supported by flexible working arrangements and opportunities for professional growth. With a focus on employee well-being and a commitment to diversity, we empower our staff to drive meaningful change while enjoying the perks of a dog-friendly workplace and the option to work abroad for up to 120 days a year.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zopa Bank. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zopa Bank before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zopa Bank:Your cover letter is your chance to shine! Tell us why you want to work at Zopa Bank specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zopa Bank!
How to prepare for a job interview at Zopa Bank
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
