# Customer Service Team Lead **Company**: Zopa **Location**: Manchester **Work arrangement**: hybrid **Experience**: senior **Job type**: Employee - Permanent **Category**: Customer Service **Industry**: Finance **Apply**: https://jobs.lever.co/zopa/75f1ca37-d1a5-4d7f-a5c8-7830947c2732?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_b02a4dd9-ba4 ## Description We’re Zopa, a bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. 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. 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. Responsibilities: - Real time management of department resources to ensure internal compliance and quality KPIs are met. - 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. - 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: - Experience working 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. 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. ## Skills ### Required - leadership - customer service - team management - data analysis - communication ### Nice to have - Salesforce - financial services - current account product - FCA guidance - outsourced partners --- Source: [Apply at jobs.lever.co](https://jobs.lever.co/zopa/75f1ca37-d1a5-4d7f-a5c8-7830947c2732?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)