Zopa
Financial Services
CustomerServiceTeamLeader
“Customer Service Team Leader at Zopa. Skills: Customer service leadership, Team management, Operational excellence. Manage team agents. Organise team agents”
What You'll Achieve.
Deliver results against objectives; Improve performance aligned to results
Industry & Context.
Root cause analysis; Data-driven decision making
Rotating shift pattern, Weekend per month, Bank holiday working
What They're Looking For.
Must Have
Experience leading a team, Customer focused operational environment experience, Manage performance clearly, Analytical and confident using data, Highly organised and structured, Prioritise well, Communicate clearly, Attention to detail, 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 working with current account product, Experience using Salesforce, 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.
Coordinate team agents
Deliver high standards of service
Support people development
Support individuals reach aspirations
Deliver results against objectives
Oversee team performance
Act on insight to improve
Support current account product team
Act as voice for customers
Act as voice for team
Ensure product initiatives land well
Manage department resources
Ensure internal compliance
Ensure quality KPIs met
Report risks and issues
Respond to service level variations
Match staff to demand
Maximise service availability
Ensure enquiries dealt with
Foster supportive environment
Focus on common goals
Monitor team performance
Drive team performance
Utilise feedback cycles
Utilise coaching methods
Utilise performance goal setting
Set specific objectives
Set actionable objectives
Prepare performance updates
Report operational risks
Utilise data for decisions
Drive continuous improvement
Seek new opportunities for insight
Support team with escalations
Deliver required training
Deliver onboarding support
Support broader operational goals
Improve performance aligned to results
How You'll Work.
Team & Collaboration
Work with current account product team; Cross site teams
Communication Scope
Executive presentations
Applying for this Customer Service Team Leader role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Lever
- Lever uses a streamlined one-page form — apply in under 5 minutes.
- LinkedIn import works well; review parsed data before submitting.
- The cover letter field is optional but visible to reviewers — use it to differentiate.
- Referral codes from employees can significantly boost visibility of your application.
ANONYMOUS · UNFILTERED
What do employees actually say about Zopa?
Real rants from real employees. Read before you apply.