Customer Service Team Leader, Zopa
More information about location
2 days a week in office
Financial solutions for borrowers and savers
Job no longer available
Financial solutions for borrowers and savers
501-1000 employees
Job no longer available
More information about location
2 days a week in office
501-1000 employees
Company mission
To create simple, fair and honest financial products that have the customer's needs at heart.
Role
Who you are
- You have operational experience in a customer focussed environment with team leadership experience
- You have a working knowledge of the FCA and its guidance to regulated firms
- You have experience working with a current account product, preferably for a digitally focussed bank in a FinTech environment
- You can display demonstratable workflow management experience
- You possess outstanding attention to detail, with strong ethic of personal responsibility
- You are an excellent problem solver and have an ability to think creatively
- You have excellent verbal and written communication skills as well as proficiency in Microsoft Word and Excel
- You’re able to operate with a strong sense of urgency to deliver results
- You display a strong awareness of risk and the importance of controls and escalation
- You show terrific prioritisation skills to manage high process volume in parallel with projects
What the job involves
- Zopa are looking for a highly motivated, people driven Customer Service Team Leader to support the growth of our Current Account product and other key initiatives
- You will be customer centric, possess strong communication and leadership skills whilst able to show an agile style to work and ability to think on your feet
- 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
- 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
- With the growth of our product range, particularly our current account offering, this role will be heavily focussed 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
- You will work 5 days out of 7, totalling 37.5 hours per week
- The working pattern will consist of 7.5 hour shifts between 8 am and 8 pm, Monday to Friday, and you will work one weekend a month, 9 am – 5:30 pm
- Real time management of department resources to ensure internal compliance and quality KPIs are met
- Close collaboration with our WFM and planning team to appropriately respond to service level variations to match staff to demand and maximise service availability
- Ensure that customer and stakeholder enquiries are dealt with to Zopa set standards
- Create a collaborative and customer centric culture through your team in line with company values
- Monitor and drive individual and team performance through structured 1:1s, feedback cycles, coaching methods and clear performance goal setting
- Prepare updates for your line manager on performance against KPIs and action plans where necessary
- Review and utilise data to make informed decisions and drive continuous improvement of your department
- Liaise closely with product teams, providing feedback and delivering updates to your team about new features and updates
Salary benchmarks
Our take
Zopa has been a pioneering force in the world of finance since 2005, lending out billions in personal loans since its inception, before the launch of its bank in 2020. Its depth of lending experience makes it a digital bank with a difference - offering all the benefits customers have come to expect from a challenger bank, but backed up by 16 years of know how.
Zopa has carved out a strong position for itself in UK fintech, offering more than just loans with products like savings accounts and credit cards. And its clear focus on lending and saving has paid off, with recent investment fueling both product growth and its entry into business lending. The bank also made its first acquisition, snapping up 'buy now, pay later' platform DivideBuy, as part of its expansion strategy.
On top of that, Zopa is now boasting two consecutive years of profit doubling, a rare feat in digital banking. Backed by fresh funding, it's now pushing into new territory with plans to launch a current account and integrate generative AI into customer services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Intelligent people
"My colleagues here at Zopa have a wealth of knowledge which they share constantly and are always willing to assist or give a second opinion on..."
Funding (last 2 of 14 rounds)
Dec 2024
$91.9m
LATE VC
Feb 2023
$99.7m
LATE VC
Total funding: $964.5m
Company HQ
London, UK
Articles
Leadership
Jaidev
(CEO)Promoted from within Zopa, previously COO. 12 years of experience at Capital One, including Chief Marketing Officer for UK.
Diversity, Equity & Inclusion at Zopa
Jamie Ferguson (Talent Acquisition Advisor)
- We're always looking for passionate and talented people who can help us be the best place for money. We welcome everyone, regardless of age, disability, gender, sexual orientation, parental status, race or religion.
- We run a successful mentoring program, with 28 mentors across the business. We believe this launching pad helps our internal talent stretch beyond their comfort zone, explore new avenues and grow into future leaders.
- We’re focused on ensuring a fair approach to attracting talent, from how we advertise roles to our application and interview process. For all our hiring requirements we mandate 50/50 shortlists and diverse interview panels. We also run all our adverts through a recognised gender de-coder to ensure we attract and hire a diverse range of people. More recently we’ve been experimenting with new job boards and partnerships like Otta Jobs and BYP Network (Black Youth Partnership Network) to increase diversity in our candidate sourcing.
- We’ve secured trail-blazing partnerships with organisations like Code First Girls, YSYS and BYP Network. We’ve already had huge success with our Code First Girls cohort who joined our tech community as Software Engineers and Database Administrators in January.
- We encourage Zopians to create memorable career journeys, and internal mobility plays a huge part in this. All our live job vacancies are posted on our internal jobs board. Over the last 12 months, we’ve trained and supported many Zopians to make internal career moves and become compliance officers, developers, lawyers and HR specialists. In fact, 20% of our open roles in Q3 2021 were filled by internal candidates. This not only makes Zopa a great place to work, but also allows us to break down some of the systemic pipeline issues that we see in STEM professions.
- Our Diversity & Inclusion focus groups and “All in” club celebrate diversity through various company events, such as quiz nights and “Bring your kids to work” day – our favourite is international food night!
- Everyone at Zopa has different working styles, and we want to support them in any way possible. That’s why we’re committed to flexible working whether that’s from home, in the office or a combination of both. What’s more, our model includes the option of working from abroad for up to 90 days a year!
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