Customer Service Team Lead

The role

You will lead a team of customer service agents who handle escalated and complex customer enquiries. You will manage daily team performance against KPIs and work with the current account product team.

What you will do

• Manage real-time department resources to meet compliance and quality KPIs
• Monitor queue levels and report risks and issues to Senior Management
• Work with the WFM and planning team to match staff to demand
• Set the team tone and culture in line with company values
• Monitor individual and team performance and set actionable objectives
• Prepare performance updates and action plans for your line manager
• Report operational risks to the Head of Department
• Use data to drive continuous improvement
• Support the team with escalations, training and onboarding
• Own initiatives that support Zopa key results

Required qualifications

• Experience leading a team in a customer focused operational environment
• Ability to get the best out of people, balancing support, care and accountability
• Comfortable having difficult conversations and managing performance clearly and fairly
• Analytical, confident using data to understand performance and make decisions
• Highly organised, able to keep multiple priorities moving
• Able to prioritise in busy, fast-changing conditions
• Clear communicator with team, peers and senior stakeholders
• Strong attention to detail, personal responsibility and awareness of risk and controls
• Comfortable working with pace, ambiguity and change

Nice to have

• Experience in a fintech, digital bank or scale up environment
• Experience in a banking or financial services contact centre
• Experience working with a current account product
• Experience using Salesforce, including reports or dashboards
• Experience working with outsourced partners or cross site teams
• Experience helping teams grow in ability or size
• Experience working in a regulated environment with knowledge of FCA guidance

Benefits

• Flexible ways of working
• Option to work from abroad for up to 120 days a year, subject to right to work
• Support for work-life balance from day one
• Dog friendly Manchester office

Before you apply

• Zopa asks candidates not to use AI in behavioural and competency-based interviews; technical stages vary and your Talent Partner will say what is expected

About the company

Zopa started in 2005 as a peer-to-peer lending company and launched Zopa Bank in 2020. The posting says it has been named in the top three UK's Most Loved Workplaces.