Customer Service Team Leader

Zopa Bank

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

Posted 10/2/2026full-timeManchester • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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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 high-performance culture and effectively communicating with stakeholders to align team efforts with business objectives.

Highest-signal resume keywords

Team LeadershipCustomer Service ManagementData AnalysisPerformance CoachingRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI ManagementPerformance MonitoringProcess ImprovementEscalation ManagementSalesforce Reporting

Soft Skills

Clear CommunicationOrganizational SkillsAttention to DetailAdaptabilityConflict Management

Tools & Technologies

Salesforce

Industry Keywords

FintechDigital BankingCustomer-Focused OperationsFCA GuidanceContact Centre Experience

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
Support front-line agents and work directly with customers to resolve escalated and varied queries
Oversee team performance and act on insights to improve processes continuously
Work closely with the current account product team to improve the product and represent customer and team feedback
Ensure product-led initiatives are implemented effectively within the team
Manage department resources in real time to meet internal compliance and quality KPIs
Monitor queue levels and report risks and issues to senior management
Collaborate with workforce management and planning teams to 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
Drive individual and team performance through one-to-ones, feedback, coaching and performance goals
Prepare KPI updates and action plans for the line manager
Report operational risks to the Head of Department
Use data to make informed decisions and identify continuous improvement opportunities
Maintain department knowledge to support escalations and deliver training and onboarding
Own initiatives supporting broader operational goals and Zopa key results
Identify improvement areas through change forums and support implementation and rollout with clear communications

Requirements

What you’ll need

Experience leading a team in a customer-focused operational environment
Ability to balance support, care and accountability
Ability to have difficult conversations and manage performance clearly, fairly and constructively
Analytical ability and confidence using data to understand performance, identify issues and make decisions
Highly organised and structured, with ability to manage multiple priorities
Ability to prioritise 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
Experience in a fintech, digital bank or scale-up environment (bonus)
Experience in a banking or financial services contact centre (bonus)
Experience with a current account product (bonus)
Experience using Salesforce, including reports or dashboards (bonus)
Experience 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 (bonus)
Ability to work Monday to Friday on a 7.5-hour rotating shift pattern between 8:00am and 6:00pm
Required to work from the Manchester office three days per week
Some bank holiday working required

Benefits

Comp & perks

Flexible ways of working
Work-life balance
Option to work from abroad for up to 120 days a year, subject to having the right to work in the country of choice
Time off in lieu for bank holiday working
Career progression opportunities into operations career paths or other functions
Training and onboarding support
Workplace free from discrimination
Reasonable adjustments during the hiring process