Customer Service Team Lead at Zopa Bank

London, London - England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

22 Jan, 27

Salary

45000.0

Posted On

24 Oct, 26

Experience

7 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Banking & Credit

Description

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.

Working Pattern

This role operates on a Monday to Friday, 7.5-hour rotating shift pattern, with shifts scheduled between 8:00am and 6:00pm.

You will be required to work from the Manchester office three days per week

Some bank holiday working will also be required, with time off in lieu.

A Day In The Life

Real time management of department resources to ensure internal compliance and quality KPIs are met. Including close monitoring of all queue levels, reporting risks and issues to Senior Management in a timely fashion
Working closely with our WFM and planning team to appropriately respond to service level variations and match staff to demand to maximise service availability
Ensure that customer or stakeholder enquiries are dealt with in accordance with the performance and service standards of the business
Set the tone and culture of the team, that helps to foster a supportive environment, focussed on common goals with a high-performance mindset in line with company values
Monitor and drive individual and team performance against KPIs, utilising structured 1:1’s, feedback cycles, coaching methods and clear performance goal setting whilst setting specific and actionable objectives where performance falls short
Prepare updates for your line manager on performance against KPIs and action plans where necessary
Proactively report up-line any potential or actual operational risks in a timely and accurate fashion to the Head of Department
Utilise data to make informed decisions to drive continuous improvement of your department, seeking new opportunities for insight to help you, the team and our customers
Maintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support
Support broader operational goals and objectives through your owned set of initiatives with a focus on delivering positive, actionable updates that improve performance aligned to Zopa key results
Highlight areas for improvement through appropriate change forums and support with delivery and rollout in your area with clear comms.

About You

You have experience leading a team in a customer focused operational environment.
You know how to get the best out of people, balancing support, care and accountability.
You are comfortable having difficult conversations and can manage performance in a clear, fair and constructive way.
You are analytical and confident using data to understand performance, identify issues and make decisions.
You are highly organised, structured and able to keep multiple priorities moving without letting things slip.
You can prioritise well, especially when the environment is busy and things change quickly.
You communicate clearly with your team, your peers and senior stakeholders.
You have strong attention to detail, personal responsibility and awareness of risk, controls and escalation.
You are comfortable working with pace, ambiguity and change.

Bonus Points

Provide day-to-day leadership for the Customer Support team, setting priorities and allocating work according to customer need, risk, capacity and capability.

Hold regular one-to-ones, team check-ins and performance conversations; agree clear objectives and follow through on actions.

Coach colleagues through live work, provide timely feedback and build capability through cross-training, knowledge sharing and development plans.

Create an inclusive, accountable team culture aligned to SCC values and a customer-first mindset.

2. Player / manager delivery

Retain hands-on responsibility for an agreed portfolio of customer onboarding, complex cases or priority accounts.

Step into operational delivery during demand peaks, absence or critical customer situations while protecting sufficient time for leadership responsibilities.

Model the expected standard of customer communication, documentation, ownership and cross-functional collaboration.

3. Customer onboarding and service readiness

Oversee the end-to-end onboarding of new customers/customer contracts within the team remit, ensuring ownership, milestones, dependencies and completion criteria are clear.

Ensure customer requirements, portals, frameworks, security needs and operational contacts are captured consistently.

Confirm that customer information packs, account set-up activities and internal hand-offs are complete, accurate and accessible.

4. Workflow, capacity and service control

Maintain a clear view of incoming demand, work in progress, ageing items, bottlenecks and team capacity.

Allocate and rebalance workloads, prioritising customer impact, commercial risk and due dates.

Establish practical controls for case ownership, status updates, escalation and closure so that activity is visible and auditable.

Provide concise updates to the Director, Revenue Operations, including performance, risks, dependencies and required decisions.

5. Quality, compliance and risk

Complete proportionate quality checks across customer communications, quotations, onboarding records and handover documentation, where relevant.

Ensure work is completed in line with agreed processes, customer contractual requirements, information security controls and relevant security clearance requirements.

Identify recurring errors, control gaps and customer risks; implement corrective actions and escalate material issues promptly.

Ensure sensitive or key customer information is handled appropriately and only shared with authorised stakeholders.

6. Escalation and stakeholder management

Act as the first leadership escalation point for account queries ensuring clear ownership and timely resolution.

Build effective relationships with Sales, Customers, Finance/Credit, Commercial teams, vendor teams and delivery functions.

Escalate issues that present significant customer, financial, contractual or reputational risk.

7. Process improvement, tools and transition

Promote consistent use of SCC tools, where applicable

Document standard operating procedures, customer-specific requirements and lessons learned so that work can be replicated reliably.

Use data and team feedback to simplify processes and improve customer experience.

8. Commercial and operational support– “Secure” Accounts

Ensure the team completes pre-sales enquiries, quotations and, where relevant, customer reporting in a timely and efficient manner.

Oversee deal registrations, special bids and use of vendor portals to support competitive pricing.

Coordinate credit account and credit limit activity, resource requests, debt queries and dispute resolution with the relevant owners.

Ensure customers with export requirements are supported through the correct process and specialist teams.

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Responsibilities