Customer Service Team Leader

The Role:

Our 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.

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 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.

Working pattern:

This role operates on a rotating shift pattern covering hours between 8:00am and 8:00pm, Monday to Friday. You will be required to work from the Manchester office three days per week, unless scheduled on a late shift.

In addition, you will work one weekend per month from home (9:00am–5:30pm), with time off in lieu provided during the week.

Some bank holiday working will also be required, with time off in lieu.

A day in the life:

• Real 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
• Working closely with our WFM and planning team to appropriately respond to service level variations and match staff to demand to maximise service availability
• Ensure that customer or stakeholder enquiries are dealt with in accordance with the performance and service standards of the business
• Set 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
• Monitor 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
• Prepare updates for your line manager on performance against KPIs and action plans where necessary
• Proactively report up-line any potential or actual operational risks in a timely and accurate fashion to the Head of Department
• Utilise 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
• Maintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support
• Support 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
• Highlight areas for improvement through appropriate change forums and support with delivery and rollout in your area with clear comms.

About you:

• You have experience leading a team in a customer focused operational environment.
• You know how to get the best out of people, balancing support, care and accountability.
• You are comfortable having difficult conversations and can manage performance in a clear, fair and constructive way.
• You are analytical and confident using data to understand performance, identify issues and make decisions.
• You are highly organised, structured and able to keep multiple priorities moving without letting things slip.
• You can prioritise well, especially when the environment is busy and things change quickly.
• You communicate clearly with your team, your peers and senior stakeholders.
• You have strong attention to detail, personal responsibility and awareness of risk, controls and escalation.
• You are comfortable working with pace, ambiguity and change.

 Bonus Points:

• Experience working in a fintech, digital bank or scale up environment.
• Experience in a banking or financial services contact centre.
• Experience working with a current account product.
• Experience using Salesforce, including reports or dashboards.
• Experience working with outsourced partners or cross site teams.
• Experience helping teams grow in ability or size.
• Experience working in a regulated environment with knowledge of FCA guidance.