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.