At a Glance
- Tasks: Lead a dynamic customer service team, resolving complex queries and ensuring top-notch service.
- Company: Join Zopa, a pioneering fintech redefining finance with a people-first approach.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Work in a vibrant environment with the flexibility to work abroad for up to 120 days.
- Why this job: Make a real impact by empowering your team and enhancing customer experiences.
- Qualifications: Experience in leading teams and a passion for customer service excellence.
The predicted salary is between 35000 - 45000 £ per year.
Company Overview
We started in 2005 as the first peer‑to‑peer lending company.
In 2020 we launched Zopa Bank, a bank that listens to what customers don’t like about finance and does the opposite.
We’re redefining finance by putting people front and centre and empowering everyone to aim high.
The Role
Our in‑house customer services team solves escalated, complex customer enquiries.
The team supports frontline 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 you will manage and coordinate the daily work of a team of agents, ensuring the highest standards of service and supporting their professional development.
Working Pattern
Rotating shift pattern covering 8:00 am–8:00 pm, Monday to Friday.
Required to work from the Manchester office three days per week unless on a late shift.
Work one weekend per month from home (9:00 am–5:30 pm) with time off in lieu.
Some bank holiday working will 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 all queue levels, reporting risks and issues to Senior Management in a timely fashion.
- Working closely with our WFM and planning team to appropriately respond to service level variations and match staff to demand to maximise service availability.
- Ensure that customer or stakeholder enquiries are dealt with in accordance with the performance and service standards of the business.
- Set the tone and culture of the team, fostering 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, utilising structured 1:1s, feedback cycles, coaching methods and clear performance goal setting while setting specific and actionable objectives where performance falls short.
- Prepare updates for your line manager on performance against KPIs and action plans where necessary.
- Proactively report up‑line any potential or actual operational risks in a timely and accurate fashion to the Head of Department.
- Utilise data to make informed decisions to drive continuous improvement of your department, seeking new opportunities for insight to help you, the team and our customers.
- Maintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support.
- Support broader operational goals and objectives through your owned set of initiatives with a focus on delivering positive, actionable updates that improve performance aligned to Zopa key results.
- Highlight areas for improvement through appropriate change forums and support with delivery and rollout in your area 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 having difficult conversations and managing performance in a clear, fair and constructive way.
- Analytical and confident using data to understand performance, identify issues and make decisions.
- Highly organised and able to keep multiple priorities moving without letting things slip.
- Strong prioritisation skills, especially in a busy environment where things change quickly.
- 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.
- 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.
- Working Conditions
Hybrid role: three days a week in the Manchester office (We Work, Dalton Place, 29 John Dalton Street, M2 6WF).
You can also work from abroad for up to 120 days a year, subject to the right to work in the country of choice.
Diversity Statement
Zopa offers a workplace free from discrimination.
Diversity of experience, perspectives and backgrounds leads to better products and a unique culture.
We encourage all candidates to bring their full selves to work and request reasonable adjustments if needed.
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader (Hybrid) 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 (Hybrid) 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.
