Customer Service Team Lead | Fintech, Manchester Hybrid

Zopa Bank; Manchester; Hybride; GBP 32 000 - 45 000; Plein temps

Avantages offerts par ce poste

Dog-friendly office

Hybrid work model

Possibility to work abroad up to 120 s

Résumé du poste

Zopa Bank is seeking a Customer Service Team Leader in Manchester to manage a team delivering high-quality service across our banking offerings. You will drive performance, coach agents, and partner with the product and planning teams to ensure strong customer outcomes.

The role requires strong leadership, data literacy, and a bias for action in a hybrid office-based setup three days per week. Experience in fintech or banking contact centres is a plus.

Qualifications

• Experience leading a team in a customer focused environment.
• Ability to drive performance using data and KPIs.
• Strong communication and coaching skills.
• Excellent organisational and prioritisation abilities.
• Clear, constructive handling of difficult conversations.
• Attention to detail and risk awareness.

Responsabilités

• Real-time management of a team of agents to meet service KPIs.
• Coach and develop team members to support career growth.
• Collaborate with WFM/planning to match staffing to demand.
• Monitor and improve team performance with coaching and feedback.
• Report performance updates and action plans to line management.
• Lead training and onboarding for the team and escalations.

Connaissances

Team leadership

People development

Data-driven decision making

Communication skills

Organisational skills

Prioritisation

Attention to detail

Outils

Salesforce

Description du poste

Zopa Bank is seeking a Customer Service Team Leader in Manchester to manage a team delivering high-quality service across our banking offerings. You will drive performance, coach agents, and partner with the product and planning teams to ensure strong customer outcomes.

The role requires strong leadership, data literacy, and a bias for action in a hybrid office-based setup three days per week. Experience in fintech or banking contact centres is a plus.