Customer Service Team Leader

About the role

Zopa is looking for a Customer Service Team Leader to manage a team of agents who handle 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.

Key responsibilities

• Lead, organise and coordinate the day‑to‑day activities of a customer service team.
• Monitor team performance, analyse insights and drive continuous improvement.
• Collaborate with the current account product team to represent customer and team perspectives.
• Support agents in resolving escalated queries and maintain service standards.
• Manage rotating shift patterns, including weekday, weekend and occasional bank‑holiday coverage.

Required profile

• Passion for people development and helping individuals achieve career goals.
• Strong analytical mindset with a focus on improving processes.
• Excellent communication skills and ability to work across product and operations teams.
• Experience in a customer‑focused environment, preferably within finance or banking.

Required skills

• Leadership and team management.
• Performance monitoring and reporting.
• Problem‑solving and decision‑making.

What we offer

• Opportunity to work in a fast‑growing digital bank.
• Hybrid working model with three days onsite in Manchester.
• Rotating shift schedule with time‑off in lieu for weekend and holiday work.
• Career progression pathways within operations and other functions.