Lead Customer Service – Hybrid, Manchester

Zopa Bank; Manchester; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Hybrid work model

Work from abroad

Job summary

Zopa Bank in Manchester is hiring a Customer Service Team Leader to manage day-to-day operations of a frontline agents group. The role focuses on delivering the highest service standards, driving performance, and coaching staff to reach personal career goals.

It operates on a hybrid model with three days in the Manchester office and occasional bank holiday coverage. You will work closely with the current account product team to support product-led improvements and ensure customer voice is

Qualifications

• Experience leading a team in a customer-focused operational environment.
• Strong people management and performance coaching abilities.
• Analytical with data-driven decision making skills.
• Excellent communication with team, peers and senior stakeholders.
• Ability to prioritise and manage multiple tasks in a fast-paced setting.

Responsibilities

• Real-time management of department resources to meet KPIs and ensure quality.
• Work with WFM to align staffing to demand and maximise service availability.
• Ensure customer inquiries are handled in line with performance standards and processes.
• Set team culture aligned with company values and drive high performance.
• Coach and develop team members with clear objectives and feedback cycles.
• Prepare updates for management on KPI performance and action plans.
• Identify potential risks and report them to the Head of Department.
• Use data to drive continuous improvement and identify new opportunities.
• Deliver training and onboarding support for the team.

Skills

Team leadership

Customer focus

Data-driven decisions

Communication

Coaching

Tools

Salesforce

Job description

Zopa Bank in Manchester is hiring a Customer Service Team Leader to manage day-to-day operations of a frontline agents group. The role focuses on delivering the highest service standards, driving performance, and coaching staff to reach personal career goals.

It operates on a hybrid model with three days in the Manchester office and occasional bank holiday coverage. You will work closely with the current account product team to support product-led improvements and ensure customer voice is