Hybrid Customer Service Team Leader – Fintech

Zopa Bank Limited; Manchester; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Dog-friendly office

Hybrid work model (3 days in office)

Option to work abroad up to 120 days/​

Job summary

Zopa Bank Limited is seeking a Customer Service Team Leader in Manchester to manage a team delivering high-quality service across our product range. The role focuses on people development, performance management, and delivering KPIs with a continuous improvement mindset.

You will work closely with product and frontline teams, balancing speed, quality and customer focus in a hybrid setting. This role demands strong leadership, data literacy and effective stakeholder communication.

Qualifications

• Experience leading a team in a customer-focused operational environment.
• Ability to develop people and manage performance fairly and constructively.
• Strong analytical mindset with data-driven decision making.

Responsibilities

• Real-time management of department resources to meet KPIs and ensure service quality.
• Coordinate with WFM/planning to match staff to demand and maintain service levels.
• Ensure customer inquiries are handled to the standards of the business and escalate where needed.
• Set and reinforce team culture aligned with company values and performance goals.
• Prepare performance updates and action plans for leadership.
• Identify risks and help implement continuous improvement initiatives.

Skills

Team leadership

Customer service

Data analysis

Stakeholder management

Communication

Tools

Salesforce

Job description

Zopa Bank Limited is seeking a Customer Service Team Leader in Manchester to manage a team delivering high-quality service across our product range. The role focuses on people development, performance management, and delivering KPIs with a continuous improvement mindset.

You will work closely with product and frontline teams, balancing speed, quality and customer focus in a hybrid setting. This role demands strong leadership, data literacy and effective stakeholder communication.