Customer Service Team Leader

About the role

Our organisation represents a significant evolution since our founding as the original peer-to-peer lending entity in 2005. The launch of Zopa Bank in 2020 marked a new chapter, establishing a financial institution designed specifically to address the common frustrations customers encounter within traditional finance. Our core mission is to rebuild trust and redefine the experience of handling money, placing people at the absolute centre of everything we do. This role is a critical part of that mission, operating from our Manchester base.

About the Position

This position is responsible for the end-to-end management of complex and escalated customer cases. You will own the resolution journey from initial contact through to final closure, ensuring issues are handled with both empathy and operational efficiency. A key part of this role involves designing and refining daily workflows that safeguard our reputation and support the professional growth of our agents. You will act as the vital link between customer feedback and product development, transforming insights into tangible improvements that feel genuinely human. also, you will guide the careers of your team members, providing structured feedback that helps them map out their future within the business.

Key Responsibilities

You will set the operational rhythm for the team, translating complex performance data into clear, actionable steps during daily huddles. Your primary focus will be on managing the intake queue, ensuring that every customer case flows seamlessly from first contact to successful resolution. You will be tasked with building and maintaining playbooks that empower agents to confidently navigate intricate queries related to current accounts.

A significant portion of the role involves reviewing live customer interactions to identify emerging patterns or systemic issues. You will then adjust guidance and processes proactively to prevent quality standards from declining. You will also be responsible for implementing process tweaks that improve efficiency, aiming to reduce handle times without compromising the customer experience. Collaboration with the product team is essential; you will partner on testing new features and roll out training to ensure these initiatives are fully adopted by your team.

Career development is a core pillar of this role. You will mentor agents, providing structured feedback and clear pathways for progression, whether that leads to operations leadership or other functions within Zopa. Wellbeing is also a priority; you will monitor team health, identify signs of burnout, and redistribute workload to maintain high performance and a healthy working environment.

Requirements

The successful candidate must possess a minimum of three years of experience in customer operations, with a proven ability to manage complex cases independently. A thorough understanding of financial services regulations and compliance is non-negotiable, as you will need to adapt standard procedures to remain compliant under pressure. Exceptional communication skills are essential, both in writing and verbally, with the ability to tailor your tone for diverse audiences, from senior executives to first-time financial service users.

Working Pattern and Compensation

This role operates on a rotating shift schedule covering hours from 8:00am to 8:00pm, Monday through Friday. You will be required to work three days per week from the Manchester office, unless you are scheduled for a late shift. The position also includes one weekend shift per month, to be worked from home between the hours of 9:00am and 5:30pm, with compensatory time off provided during the week. Some bank holiday working will be required, for which time off in lieu will be granted.

The compensation package for this role is £32,500 per year.

Team and Culture

We are a team we are incredibly proud of, an award-winning group recognised not only for industry accolades but also for being named in the UK's Top Three Most Loved Workplaces. If you embrace unconventional challenges, are unafraid to think differently, and are driven to make an outsized impact, you will thrive here at Zopa. Join us and help move finance forward, one career at a time.