Customer Service Team Leader

About the role

As a Customer Service Team Leader at Zopa, you will oversee a team of agents handling escalated and complex enquiries across our range of banking products. You will ensure the delivery of high‑quality service while supporting the development of your team members and contributing to product improvements.

Key responsibilities

• Manage day‑to‑day activities of the customer service team, including shift planning and performance monitoring.
• Analyse team metrics, identify improvement opportunities and implement continuous‑improvement initiatives.
• Collaborate closely with the current‑account product team to represent customer insights and ensure product‑led projects are executed effectively.
• Act as a coach and mentor, supporting agents in achieving their career aspirations within Zopa.
• Maintain coverage across rotating shifts (8 am‑8 pm, Monday‑Friday) and occasional weekend/home‑based shifts.

Required profile

• Proven experience leading a customer‑service or contact‑centre team.
• Strong passion for people development and coaching.
• Ability to interpret performance data and drive operational improvements.
• Excellent communication skills and a customer‑focused mindset.

Required skills