Customer Service Team Leader (Hybrid)

Zopa Bank Limited; London; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading company in the finance sector is seeking a Customer Service Team Leader to support their Current Account product. The ideal candidate will manage a team, ensure excellent customer service, and drive continuous improvement. This hybrid role requires strong leadership and communication skills, with a focus on team development and achieving business objectives. Join a diverse team that values collaboration and innovation in a dynamic work environment.

Qualifications

• Operational experience in a customer-focused environment with team leadership skills.
• Knowledge of FCA regulations applicable to financial services.
• Experience with current account products, preferably in a digital bank or FinTech.

Responsibilities

• Manage and coordinate the daily work of agents to deliver excellent customer service.
• Monitor and improve individual and team performance through coaching and feedback.
• Collaborate with product teams to ensure customer needs are met.

Skills

Leadership

Communication

Problem Solving

Tools

Microsoft Word

Microsoft Excel

Job description

Our Story

Hello there. We’re Zopa.

We started our journey back in 2005, building the first-ever peer-to-peer lending company. In 2020, we launched Zopa Bank, a bank that listens to what our customers dislike about finance and does the opposite. We’re redefining the experience of working in finance. Our vision for a new era of banking centers on people—building a business that empowers everyone to aim high and move finance forward. Learn more at Zopa.com.

We’re proud of our achievements, including being named in the top three UK’s Most Loved Workplaces. Our success is driven by our incredible team. If you thrive on unconventional challenges, think differently, and want to make a significant impact, join us at Zopa and make it count. Follow us on Instagram @zopalife.

The Role:

We are seeking a highly motivated, people-driven Customer Service Team Leader to support our Current Account product and other initiatives. You should be customer-centric, possess strong communication and leadership skills, and be adaptable to an agile work environment.

As a Team Leader, you will manage and coordinate the daily work of agents to deliver excellent customer service. You will also be passionate about developing your team members and helping them reach their career goals. With our expanding product range, especially our current account, you will focus on achieving key business objectives, monitoring team performance, and driving continuous improvement. Collaborating with the product team, you will ensure customer and team voices are heard, and product initiatives are successfully implemented.

This role involves working 5 days out of 7, with shifts between 8 am and 8 pm, totaling 37.5 hours per week. You will work one weekend a month, 9 am – 5:30 pm. The role is hybrid, with in-office work on Tuesdays and Thursdays.

A day in the life:

1. Manage department resources in real-time to meet compliance and quality KPIs.
2. Coordinate with WFM and planning teams to respond to service level changes and optimize staffing.
3. Ensure customer and stakeholder inquiries meet Zopa standards.
4. Foster a collaborative, customer-centric culture aligned with company values.
5. Monitor and improve individual and team performance through coaching, feedback, and goal setting.
6. Report on performance metrics and implement action plans as needed.
7. Use data to inform decisions and enhance department processes.
8. Work closely with product teams, providing feedback and updates about new features.

About you:

• Operational experience in a customer-focused environment with team leadership skills.
• Knowledge of FCA regulations applicable to financial services.
• Experience with current account products, preferably in a digital bank or FinTech.
• Workflow management expertise.
• Excellent attention to detail and personal responsibility.
• Creative problem-solving abilities.
• Strong communication skills, proficiency in Microsoft Word and Excel.
• Ability to work with urgency and prioritize effectively.
• Awareness of risk management and controls.

We're on the move!

By late 2025, Zopa will relocate to 20 Water Street, Canary Wharf, fostering collaboration among 900 employees during our growth phase.

Flexible working:

We value face-to-face collaboration and work-life balance. This hybrid role requires in-office presence on Tuesdays and Thursdays. You may also work from abroad up to 120 days a year, subject to right-to-work in the chosen country.

Diversity Statement

We are committed to a discrimination-free workplace. Diversity enriches our products and culture. With nearly 50 nationalities, a DE&I forum, and inclusive hiring practices, we encourage everyone to bring their full selves to work. Please inform us if you need any reasonable adjustments.