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Customer Service Team Leader

Zopa· Customer Operations – Customer Services
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ManchesterEmployee - PermanentPosted 2w ago

About the role

Leadership role in Zopa's in-house customer services team, managing day-to-day work of agents to deliver high standards of customer service, with focus on current account product and continuous improvement.

Responsibilities

  • Manage, organise, and coordinate the day-to-day work of a team of agents to deliver high standards of service
  • Support front-line agents and resolve escalated and varied customer queries
  • Drive performance against KPIs through coaching, 1:1s, performance goal setting, and development of team members
  • Work with WFM/planning to align staffing with demand and service levels
  • Monitor queue levels, report risks/issues to Senior Management
  • Collaborate with current account product team to ensure customer voice is heard and product initiatives land effectively
  • Provide updates on performance against KPIs and action plans to line manager
  • Identify and report operational risks to the Head of Department
  • Utilise data for continuous improvement and inform decision-making
  • Maintain knowledge to support escalations and delivery of training/onboarding
  • Support broader operational goals through owned initiatives and communication of updates
  • Highlight improvement opportunities and support delivery and rollout with clear communications

Qualifications

  • Experience leading a team in a customer-focused operational environment
  • Ability to develop people, provide support and accountability
  • Comfort with difficult conversations and fair, constructive performance management
  • Analytical with strong data-driven decision-making abilities
  • Highly organized with ability to manage multiple priorities
  • Clear communicator with peers and senior stakeholders
  • Strong attention to detail, risk awareness, and escalation handling
  • Ability to work in a fast-paced environment with ambiguity and change

Skills

Required:Team leadershipPerformance managementData-driven decision making

Benefits

  • Hybrid working: Manchester office 3 days per week; some bank holiday working with time off in lieu
  • Flexible working options including up to 120 days abroad per year (subject to right to work)
  • Employee-friendly culture with focus on work-life balance and DE&I initiatives
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Zopa

Easy banking - current accounts, loans & savings

Open a Zopa bank account with cashback and interest. Plus easy-to-use loans, credit cards, savings and more, all in one simple, secure app.

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