Hybrid Customer Service Team Leader (FinTech)

Zopa Bank; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working 3 days/week (Manchester

Option to work abroad up to 120 days/​

DE&I focused culture

Job summary

Zopa Bank in Manchester is seeking a Customer Service Team Leader to manage a team of agents, delivering outstanding service and resolving escalated enquiries across our product range.

You will coach and develop staff, drive performance against KPIs, and partner with the current account product team to land customer‑led improvements in a fast‑paced, fintech environment. Hybrid working three days in the office.

Qualifications

• Experience leading a customer‑facing operational team.
• Strong data‑driven decision making and KPI monitoring.
• Excellent communication with peers, stakeholders and staff.
• Ability to coach and develop colleagues to reach personal and team goals.

Responsibilities

• Real time management of department resources to ensure KPIs are met.
• Collaborate with WFM/planning to match staff to demand and maximise service availability.
• Ensure enquiries are handled per performance and service standards.
• Set the tone and culture to foster a supportive, high‑performance environment.
• Monitor and drive team performance with 1:1s, feedback, coaching and clear objectives.
• Prepare updates on performance against KPIs for the Head of Department.
• Proactively report operational risks in a timely, accurate fashion.

Skills

Team leadership

Customer service

Data analysis

Performance management

Coaching

Tools

Salesforce

Job description

Zopa Bank in Manchester is seeking a Customer Service Team Leader to manage a team of agents, delivering outstanding service and resolving escalated enquiries across our product range.

You will coach and develop staff, drive performance against KPIs, and partner with the current account product team to land customer‑led improvements in a fast‑paced, fintech environment. Hybrid working three days in the office.