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
Zopa Bank is an excellent employer that values flexibility and work-life balance, offering a hybrid role that allows you to work remotely while also fostering collaboration in our Manchester office. With a strong commitment to employee growth, we provide ongoing training and development opportunities within a supportive and diverse team environment. Join us to be part of a forward-thinking bank that prioritises exceptional customer service and employee satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Manchester
✨Tip Number 1
Get to know the company culture before your interview. Check out Zopa's social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your responses to common interview questions, especially those related to team leadership and customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your experience effectively.
✨Tip Number 3
Prepare some insightful questions to ask at the end of your interview. This shows you're engaged and thinking critically about how you can contribute to the team and the company's goals.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a positive impression. And remember, apply through our website for the best chance at landing that Customer Service Team Leader position!
We think you need these skills to ace Customer Service Team Leader in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service and team leadership. We want to see how your skills align with our goals at Zopa, so don’t hold back on showcasing your relevant achievements!
Showcase Your Data Skills:Since we love using data to drive improvements, include examples of how you've used analytics in previous roles. Whether it’s improving team performance or enhancing customer satisfaction, let us know how you’ve made a difference!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out. This will help us quickly see why you’re a great fit for the Customer Service Team Leader role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Zopa Bank
✨Know Your Team Dynamics
Before the interview, think about how you would manage and motivate a team. Be ready to share specific examples of how you've led teams in the past, especially in customer-focused environments. This will show that you understand the importance of team culture and performance.
✨Data-Driven Decision Making
Brush up on your analytical skills! Be prepared to discuss how you've used data to drive improvements in your previous roles. Think of instances where you identified issues through data analysis and how you implemented changes based on those insights.
✨Mastering Difficult Conversations
Since this role involves managing difficult conversations, prepare for situational questions. Reflect on times when you had to address performance issues or conflicts within your team. Highlight your approach to balancing support and accountability.
✨Showcase Your Organisational Skills
Given the fast-paced nature of the role, be ready to demonstrate your organisational abilities. Share examples of how you've managed multiple priorities effectively, especially in busy environments. This will reassure them that you can handle the demands of the position.
