Zopa
FinTech
CustomerServiceTeamLeader
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Service Team Leader at Zopa. Skills: Customer service management, Team leadership, Operational oversight, Continuous improvement. Manage team of agents. Coordinate day-to-day work”
What You'll Achieve.
Deliver highest standards of service; Deliver results against business objectives; Improve how we do things; Deliver positive actionable updates; Improve performance aligned to results
Industry & Context.
Root cause analysis; Troubleshooting; Decision making
Rotating shift pattern, Work from home one weekend per month, Bank holiday working
What They're Looking For.
Must Have
Management of team of agents, Support team to deliver results, Oversight of team performance, Act on insight to improve, Work with product team, Act as voice for customers, Act as voice for team, Real time management of resources, Monitor all queue levels, Report risks and issues, Respond to service level variations, Match staff to demand, Deal with enquiries in accordance with standards, Set tone and culture of team, Foster supportive environment, Focus on common goals, High performance mindset, Monitor team performance against KPIs, Utilise structured 1:1s, Utilise feedback cycles, Utilise coaching methods, Set clear performance goals, Set specific objectives, Prepare updates for line manager, Report operational risks, Utilise data for decisions, Drive continuous improvement, Seek new opportunities for insight, Maintain department knowledge, Support team with escalations, Deliver required training, Deliver onboarding support, Support broader operational goals, Focus on delivering updates, Improve performance aligned to results, Highlight areas for improvement, Support with delivery, Identify issues, Make decisions, Highly organised, Structured, Keep multiple priorities moving, Prioritise well, Communicate clearly with team, Communicate clearly with peers, Communicate clearly with stakeholders, Personal responsibility, Awareness of risk, Awareness of controls, Awareness of escalation, Comfortable working with pace, Comfortable working with ambiguity, Comfortable working with change
Nice to Have
Experience in fintech, Experience in digital bank, Experience in scale up environment, Experience in banking contact centre, Experience in financial services contact centre, Experience using Salesforce, Experience using Salesforce reports, Experience using Salesforce dashboards, Experience working with outsourced partners, Experience working with cross site teams, Experience helping teams grow, Experience working in regulated environment, Knowledge of FCA guidance
What You'll Do.
Manage team of agents
Coordinate day-to-day work
Deliver highest standards of service
Support individuals reach aspirations
Support team to deliver results
Ensure adequate oversight of team performance
Act on insight to improve processes
Work with current account product team
Ensure product led initiatives land well
Manage department resources in real time
Ensure internal compliance
Ensure quality KPIs are met
Monitor all queue levels
Report risks and issues to Senior Management
Respond to service level variations
Match staff to demand
Maximise service availability
Ensure enquiries are dealt with
Meet performance standards
Meet service standards
Set tone and culture of team
Foster supportive environment
Focus on common goals
Maintain high performance mindset
Monitor individual performance against KPIs
Monitor team performance against KPIs
Utilise structured 1:1s
Utilise feedback cycles
Utilise coaching methods
Set clear performance goals
Set specific actionable objectives
Prepare updates for line manager
Report operational risks to Head of Department
Utilise data to make decisions
Drive continuous improvement of department
Seek new opportunities for insight
Support team with escalations
Deliver required training
Deliver onboarding support
Support broader operational goals
Deliver positive actionable updates
Improve performance aligned to Zopa key results
Highlight areas for improvement
Support with delivery of change
Keep multiple priorities moving
Communicate clearly with team
Communicate clearly with peers
Communicate clearly with senior stakeholders
Manage personal responsibility
Manage awareness of risk
Manage awareness of controls
Manage awareness of escalation
How You'll Work.
Team & Collaboration
Work with current account product team; Act as voice for customers; Act as voice for team; Collaborate with peers; Collaborate with senior stakeholders
Communication Scope
Clear communication
Full Job Description
## Description Our Story Hello there. We’re Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com! We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces. If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife The Role: Our in-house customer services team are experts in solving escalated, complex customer enquiries. The team are responsible for supporting our front-line agents and working directly with customers to resolve escalated and varied queries across our range of products and services. We are a customer focused organisation, and the team play a critical role in delivering the standard of customer experience that we pride ourselves on at Zopa. As a Customer Service Team Leader at Zopa, you will be responsible for the management, organisation, and co-ordination of the day-to-day work of a team of agents to deliver the highest standards of service to our customers. Because customers are so central to our business, we have a strong track record of progressing high performing operations agents within the business – either to ops career paths or to other functions, so it is imperative that you are passionate about people and their development to support individuals reac
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