Customer Service Team Leader

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.

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.