Customer Service Team Leader

Zopa; Manchester (NH); On-site; USD 42,000 - 58,000; Full time

Job summary

Zopa in Manchester is seeking an experienced Customer Service Team Leader to oversee the day-to-day work of a team of agents and deliver exceptional service.

You will drive performance, coach team members, and collaborate with the current account product team to ensure the customer voice informs product decisions and improvements. The role operates on a rotating shift from 8:00am to 8:00pm, with three days per week in the Manchester office and one weekend per month working from home.

Qualifications

• Experience leading customer service teams.
• Strong people development and coaching skills.
• Ability to work cross-functionally with product teams.

Responsibilities

• Oversee day-to-day work of a team of agents to deliver high-quality service.
• Monitor performance, drive improvements, and act on insights.
• Collaborate with the current account product team to align customer needs with product initiatives.

Skills

People management

Team leadership

Customer service

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

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

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 rotating shift pattern covering hours between 8:00am and 8:00pm, Monday to Friday. You will be required to work from the Manchester office three days per week, unless scheduled on a late shift.

In addition, you will work one weekend per month from home (9:00am–5:30pm), with time off in lieu provided during the week.

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