Customer Service Team Lead

Zopa Bank

. Manage, organise and coordinate the day-to-day work of a team of customer service agents .

Posted 10/23/2026full-timeManchester • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing customer service teams, ensuring high standards of service delivery while utilizing data-driven insights for continuous improvement. Capable of fostering a supportive team culture and effectively managing performance in a fast-paced, regulated environment.

Highest-signal resume keywords

Team LeadershipCustomer Service ManagementData AnalysisPerformance MonitoringRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI ManagementOperational Risk ReportingPerformance CoachingChange ManagementEscalation Handling

Soft Skills

Clear CommunicationOrganizational SkillsAttention to DetailAdaptabilityConflict Management

Tools & Technologies

Salesforce

Industry Keywords

FintechDigital BankingFinancial ServicesCustomer-Focused EnvironmentFCA Guidance

About the role

Key responsibilities & impact

Manage, organise and coordinate the day-to-day work of a team of customer service agents
Deliver the highest standards of customer service and resolve escalated, complex customer enquiries
Support front-line agents and work directly with customers across Zopa’s products and services
Manage department resources in real time to meet internal compliance and quality KPIs
Monitor queue levels and report risks and issues to Senior Management
Work with WFM and planning teams to respond to service-level variations and match staffing to demand
Ensure customer and stakeholder enquiries meet business performance and service standards
Foster a supportive, high-performance team culture aligned with company values
Monitor and drive individual and team performance through 1:1s, feedback, coaching and goal setting
Prepare KPI updates and action plans for the line manager
Report operational risks to the Head of Department
Use data and insights to drive continuous improvement
Maintain department knowledge, support escalations, and deliver training and onboarding
Own operational initiatives and provide actionable updates aligned to Zopa key results
Identify improvement areas, support change forums, and assist with rollout and communications
Work Monday to Friday on a 7.5-hour rotating shift pattern between 8:00am and 6:00pm
Work from the Manchester office three days per week, with some bank holiday working

Requirements

What you’ll need

Experience leading a team in a customer-focused operational environment
Ability to balance support, care and accountability to get the best out of people
Comfortable having difficult conversations and managing performance clearly, fairly and constructively
Analytical ability and confidence using data to understand performance, identify issues and make decisions
Highly organised and structured, with the ability to manage multiple priorities
Ability to prioritise effectively in a busy, rapidly changing environment
Clear communication with team members, peers and senior stakeholders
Strong attention to detail, personal responsibility, and awareness of risk, controls and escalation
Comfortable working with pace, ambiguity and change
Bonus: Experience in fintech, digital banking or a scale-up environment
Bonus: Experience in a banking or financial services contact centre
Bonus: Experience with current account products
Bonus: Experience using Salesforce, including reports or dashboards
Bonus: Experience working with outsourced partners or cross-site teams
Bonus: Experience helping teams grow in ability or size
Bonus: Experience in a regulated environment with knowledge of FCA guidance

Benefits

Comp & perks

Hybrid working arrangement with the option to work from abroad for up to 120 days per year, subject to having the right to work in the country of choice
Time off in lieu for required bank holiday working
Career progression opportunities into operations career paths or other functions
Dog-friendly Manchester office
Diversity, equity and inclusion support, including reasonable adjustments during the hiring process