Customer Service Team Lead

Zopa; Manchester (NH); On-site; USD 40,000 - 54,000; Full time

Job summary

Zopa is seeking a Customer Service Team Leader to direct and coordinate a team of agents from our Manchester office. You will drive high-quality service, oversee performance, and support career growth within the team.

This role includes working a 7.5-hour rotating shift schedule, Monday–Friday, and close collaboration with the product team to deliver customer-centric improvements. Ideal candidates bring strong leadership, a passion for people development, and a track record of improving customer

Qualifications

• Experience leading a customer service team to deliver high standards.
• Ability to manage day-to-day workload and shift patterns.
• Strong communication skills and a focus on developing people.

Responsibilities

• Lead and coordinate a team of customer service agents to ensure excellent service levels.
• oversee performance and drive continuous improvement initiatives.
• Collaborate with the current account product team to ensure customer and business needs are met.
• Support career progression and development for team members.

Skills

Team leadership

Customer service

Escalation handling

Performance monitoring

People development

Cross-functional collaboration

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. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward.

We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count.Want to see us in action? Follow us on Instagram @zopalife

Find out more about our fantastic offerings at Zopa.com!

The Role:

Our in-house customer services team are experts in solving escalated, complex customer enquiries. The team are responsible for supporting our front-line agents and working directly with customers to resolve escalated and varied queries across our range of products and services. We are a customer focused organisation, and the team play a critical role in delivering the standard of customer experience that we pride ourselves on at Zopa.

As a Customer Service Team Leader at Zopa, you will be responsible for the management, organisation, and co-ordination of the day-to-day work of a team of agents to deliver the highest standards of service to our customers. Because customers are so central to our business, we have a strong track record of progressing high performing operations agents within the business – either to ops career paths or to other functions, so it is imperative that you are passionate about people and their development to support individuals reach their personal career aspirations.

With the growth of our product range, particularly our current account offering, this role will be heavily focused on supporting the team to deliver results against some key business objectives. You will ensure you have adequate oversight of team performance and act on any insight that can help improve how we do things with a continuous improvement mindset. You’ll work closely with our current account product team to ensure we’re building a great product and acting as a voice for customers and your team, whilst ensuring product led initiatives land well within your team.

Working pattern:

This role operates on a Monday to Friday, 7.5-hour rotating shift pattern, with shifts scheduled between 8:00am and 6:00pm.

You will be required to work from the Manchester office three days per week

Some bank holiday working will also be required, with time off in lieu.