{"id":3158472,"url":"https://alion.io/job/zopa-customer-service-team-lead","title":"Customer Service Team Lead","company":{"id":6054,"name":"Zopa","domain":"zopa.com","url":"https://alion.io/company/zopa","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":84,"open_postings":16,"ghost_share":0,"stale_share":0.563,"repost_share":0.125,"time_to_fill_p50_days":44,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manchester, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":82000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":377},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-23T12:13:24Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-29T19:03:28Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Our Story\nHello there. We’re Zopa.\nWe started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. 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. Our vision for a new era of banking puts people front and centre - we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!\nWe’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.\nIf you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife\nThe Role:\nOur 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. We are a customer focused organisation, and the team play a critical role in delivering the standard of customer experience that we pride ourselves on at Zopa.\nAs 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. Because customers are so central to our business, we have a strong track record of progressing high performing operations agents within the business - either to ops career paths or to other functions, so it is imperative that you are passionate about people and their development to support individuals reach their personal career aspirations.\nWith the growth of our product range, particularly our current account offering, this role will be heavily focused on supporting the team to deliver results against some key business objectives. You will ensure you have adequate oversight of team performance and act on any insight that can help improve how we do things with a continuous improvement mindset. You’ll work closely with our current account product team to ensure we’re building a great product and acting as a voice for customers and your team, whilst ensuring product led initiatives land well within your team.\nWorking pattern:\nThis role operates on a Monday to Friday, 7.5-hour rotating shift pattern, with shifts scheduled between 8:00am and 6:00pm.\nYou will be required to work from the Manchester office three days per week\nSome bank holiday working will also be required, with time off in lieu.\nA day in the life:\nReal time management of department resources to ensure internal compliance and quality KPIs are met. Including close monitoring of all queue levels, reporting risks and issues to Senior Management in a timely fashion\nWorking closely with our WFM and planning team to appropriately respond to service level variations and match staff to demand to maximise service availability\nEnsure that customer or stakeholder enquiries are dealt with in accordance with the performance and service standards of the business\nSet 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\nMonitor and drive individual and team performance against KPIs, utilising structured 1:1’s, feedback cycles, coaching methods and clear performance goal setting whilst setting specific and actionable objectives where performance falls short\nPrepare updates for your line manager on performance against KPIs and action plans where necessary\nProactively report up-line any potential or actual operational risks in a timely and accurate fashion to the Head of Department\nUtilise 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\nMaintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support\nSupport 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\nHighlight areas for improvement through appropriate change forums and support with delivery and rollout in your area with clear comms.\nAbout you:\nYou have experience leading a team in a customer focused operational environment.\nYou know how to get the best out of people, balancing support, care and accountability.\nYou are comfortable having difficult conversations and can manage performance in a clear, fair and constructive way.\nYou are analytical and confident using data to understand performance, identify issues and make decisions.\nYou are highly organised, structured and able to keep multiple priorities moving without letting things slip.\nYou can prioritise well, especially when the environment is busy and things change quickly.\nYou communicate clearly with your team, your peers and senior stakeholders.\nYou have strong attention to detail, personal responsibility and awareness of risk, controls and escalation.\nYou are comfortable working with pace, ambiguity and change.\nBonus Points:\nExperience working in a fintech, digital bank or scale up environment.\nExperience in a banking or financial services contact centre.\nExperience working with a current account product.\nExperience using Salesforce, including reports or dashboards.\nExperience working with outsourced partners or cross site teams.\nExperience helping teams grow in ability or size.\nExperience working in a regulated environment with 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