Customer Service Team Leader

Zopa Bank

Customer Service Team Leader responsible for managing the customer services team at Zopa. Focusing on delivering high service standards and supporting customer inquiries in a hybrid work environment.

Posted 6/12/2026full-timeManchester • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Manage, organise, and co-ordinate the day-to-day work of a team of agents
Deliver the highest standards of service to customers
Support front-line agents and resolve escalated and varied queries
Ensure adequate oversight of team performance
Work closely with current account product team and act as a voice for customers and team
Focus on continuous improvement mindset
Rotate shift pattern covering hours between 8:00am and 8:00pm, Monday to Friday
Work from Manchester office three days per week
Work one weekend per month from home, with time off in lieu provided during the week
Manage some bank holiday working with time off in lieu

Requirements

What you’ll need

Experience leading a team in a customer focused operational environment
Know how to get the best out of people, 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, structured and able to keep multiple priorities moving without letting things slip
Ability to prioritise well, especially in a busy and 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
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
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

Benefits

Comp & perks

Flexible ways of working
Face-to-face collaboration
Option to work from abroad for up to 120 days a year
Diversity and Inclusion forum

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisperformance managementcustomer serviceteam leadershipoperational managementissue resolutionperformance oversightcontinuous improvementrisk managementFCA guidance

Soft Skills

communicationorganisationprioritisationattention to detailaccountabilitysupportive leadershipconstructive feedbackadaptabilityproblem-solvinginterpersonal skills